Customer Service Team Lead (m / f / d)
Job Description
Lead and develop customer service teams
Main tasks and responsibilities :
Drive the performance and KPIs of your market Service Levels and CSAT
Manage call center operations such as queue monitoring, agent availability and backlogs to ensure
exceptional service
Take ownership of implementing process improvements and the creation of customer service SOP’s
Successfully recruit, train and onboard new team members
Ensure team bonding and team interaction, to promote engagement and avoid team attrition
Monitor, evaluate and communicate metrics (to team & manager), acting on daily / weekly Customer
Experience KPIs to achieve service level and quality targets
Create regular reports to present team’s progress and next improvement steps
Hold regular team meetings and individual 1-2-1s, to provide regular, structured and constructive feedback to the team, promoting an open communication and ensure maximum employee satisfaction & productivity
Proactively suggest, structure and implement improvements across all Customer Experience topics
Audit calls, emails, and processes to ensure a positive customer experience and constantly upgrade
performance, behaviors and efficiency
Be on hand to support your team with questions and handling tricky escalations
Participate in Customer Service strategy creation and be responsible for the implementation
Have an interest in the travel / tourism industry
Be proactive and take ownership for the product by delivering customer feedback to the right departments
Qualifications
2 + years proven team Lead experience
Excellent Customer service experience working in a fast-paced environment
You have genuine empathy, solution focus and Company / Customer balance, when handling complaints
You have a tactical and operational approach on business and team
Customer centric, highly oriented to create high and positive impact in Customer’s life
Outstanding communication skills, along with negotiation and influence ability
Additional Information
What’s in it for you? #LifeAtOmio
Have an impact. With innovation and smart technology, we are changing the way people travel, and you, too, can impact this ride
A competitive and attractive compensation package
A diverse team of more than 45 nationalities
Experience working in an international environment, including travel to Berlin
Diversity makes us stronger
We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age, or disability.
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