MyTSP

Job offers


Explore all available offers here. Find yours by using the division and location filters for best results. You will discover position openings from over 800 different recruiting companies, all in search for YOUR TALENT.

It doesn’t matter what profile you have: IT, ecommerce, finances, legal, commercial, marketing, engineering, retail, pharma, native speakers; or what sector you come from. What matters most is that you complete your profile as accurately as possible, highlighting the aptitudes and abilities you want companies to see, and the rest, is our job!

At Talent Search People we work daily to offer the best service, because you're the reason why our project exists. How do we do it? Increasing the number of offers and providing more tools for you to better develop your application.



Job description

 

Customer Service Team Leader with German (Part Time)


Location: Madrid, Spain

Department: Native Speakers

Organization

Company leader in the travel industry

Function

As a Team Leader you will direct daily activities of the Customer Service department providing coaching and training to a team of 8-9 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.

This vacancy is a Part time 31h postion: 5h shift (18.00 pm to 23.00) and weekends 9 hours shift on the morning/afternoon or afternoon/evening (2 days off a week)

Your main responsibilities will be:

-Point of contact for CSR’s to provide coaching and mentoring support
-Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required
-Flag behavioural performance to Line Manager which is impacting Customer Experience
-Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
-Daily DSAT Analysis flagging key focus areas to Line Manager
-Liaise with Learning and Development to identify training needs and support new hires
-Call calibration
-Inspire and motivate agents; lead by example, encourage good team morale

Requirements

We are looking for a candidate with the following characteristics:

Education

-Associate Degree
-Fluent in German in addition to Spanish or English (Spoken and written)

Experience

-At least 1 year of experience in a similar position
-Experience conducting quality monitoring and providing coaching and feedback to agents
-Experience managing 10-15 people

Technical Skills

-Computer literacy

Soft skills

-Focus on Customer Loyalty
-Highly motivated, focused passionate about connecting to the customer
-Ability to inspire and support people
-Ability to plan well and prioritize work
-Must have attention to detail and Service orientated
-Strong verbal and written communication skills are a must
-Maintain calmness under tight pressure
-Good decision-making, IT, and cross-departmental communication skills



Offer

-Attractive salary
-Social benefits
-Permanent position
-International environment

Information

Sonia Carro
(+34) 91 590 04 31
scarro@talentsearchpeople.com

Application

Sonia Carro
(+34) 91 590 04 31
scarro@talentsearchpeople.com



Talent Search People is an international recruitment agency based in Barcelona, Madrid and Lisbon. We provide highly specialised recruitment services within our four areas of expertise: Sales & Marketing, IT & E-Commerce, Native Speakers and Finance & Administration.


TALENT SEARCH PEOPLE S.L.
Placement agency Nº 9900000357
See offers