German Team Lead

2 months ago

Cape Town, South Africa PartnerHero Full time

**The Role**

PartnerHero is looking for talented folks to join us as a **Fixed Term German Team Lead** overseeing a team of Customer Support Specialists supporting a key product company.

**What you’ll do**:

- Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes.
- Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
- Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction.
- Develop and optimize customer service processes and workflows to improve efficiency and productivity.
- Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
- Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
- Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
- Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.

**What we expect from you**:

- Proven experience in a customer support team lead role, preferably in a contact center environment.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
- Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment.
- Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability.
- Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions.
- Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

**Company Culture is at our core**

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

**Job Types**: Full-time, Temporary
Contract length: 2 months

Pay: R36 900,00 - R36 950,00 per month

**Experience**:

- Team Lead: 2 years (required)

**Language**:

- German (required)

Application Deadline: 2024/11/22
Expected Start Date: 2024/11/28

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