Team Leader Customer Service Support

These are your tasks:

• You lead a team of around 10 employees and ensure smooth and customer-oriented support with a focus on moves and billing inquiries
• You manage personnel deployment, guarantee high availability, and keep an eye on backlogs as well as relevant KPIs. In doing so, you set clear priorities and ensure that resources are used in a targeted manner
• You promote and develop your employees individually, conduct employee and performance reviews, and strengthen the technical competencies as well as the polyvalent versatility of your team
• You ensure that specialist knowledge, work processes, and the knowledge base remain up to date, and you promote continuous knowledge exchange within the team
• You recognize optimization potential, question existing processes, and actively drive the further development of processes and digital solutions at the customer interface
• You work in cross-functional projects and actively participate in shaping process optimizations and system implementations
• You are close to day-to-day business, lend a hand yourself if necessary, and work closely with our specialists as well as the specialist departments, network operations, and billing

This distinguishes you:

• You are a role model: reliable, authentic, and committed, and you provide clear, constructive feedback even in demanding situations
• You remain calm in hectic situations, maintain an overview, set priorities, and give your team security
• You lead a young, diverse team with joy, take concerns seriously, and promote solution-oriented cooperation
• You formulate with stylistic confidence, correctly, and in a customer-friendly manner. Your texts are clear, professional, and directly usable without the use of an AI
• You have a commercial or comparable basic education as well as several years of experience in customer service or a contact center. Leadership experience is a prerequisite for this function; further training in the field of leadership is desirable
• You are proficient in using MS Office as well as CRM/ERP systems. Knowledge of SAP IS-U and experience with call center solutions are an advantage
• You communicate very well in written and spoken German. French and/or English skills round off your profile