Team Manager DACH |CUSTOMER SERVICE| Praha hl.m., Praha

Team Manager DACH |CUSTOMER SERVICE|

POPIS POZICE:
Are you an experienced team leader / team manager, speaking fluently in English and German?

Our global clients with an SSC in Prague is looking for a natural leader with the ability to set and monitor KPI’s as well as their performance, while being able to support your team on a daily basis.

- If you already have direct DACH region experience ideally from an SSC environment, you are the right fit!

And what will you do on a daily basis?

- Lead and direct a team responsible for excellent B2B customer care for the DACH region
- You will be the model representative of customer lifecycle management
- Talent development, communication of clear goals and targets, mentoring and coaching
- Showing and teaching your team how to resolve customer requests with excellent care
- As a team leader / team manager, you will also be responsible to lead senior members with extensive experience
- You will also be supporting your team excellent master data management and SAP financial administration (customer order processing)
- As the highest member of the DACH customer care team, you will be contributing with your ideas on the team and company strategy.
- Your input and perception of the market environment and customer behavior is crucial
- Providing status reports to TOP leadership
- Reviewing customer communication processes, response times
- Your team is responsible for the customer experience, they are the reflection of your company
- You will also be the main point of escalation of complex issues and customer feedback
- Evaluate progress and communicate goals to the team members (possibly located in another region

BENEFITY:
- 5 weeks of holidays
- Sick days
- Flexible working hours
- Home Office possibilities
- Meal vouchers
- Referral bonuses
- Multisport card
- Refreshment in the office
- Professional and personal development
- Developing of linguistic skills

POŽADAVKY:
- Minimum of 3 years of experience in Customer Service with leadership responsibility (DACH team)
- Experience in an internationally operating company is preferred
- Possess strong self-reliance, initiative, analytical skills and team leadership experience
- Expert in order/customer/request lifecycle management
- Expert in customer communication processes and channel strategies
- Excellent verbal and written communication skills
- Knowledge of lean methods as a plus
- Knowledge of SAP, Salesforce and MS Office
- Fluent knowledge in English and German is an absolute must

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