German Speaking Support Team Leader Job at Alpha Talent Solutions, Malta

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  • Alpha Talent Solutions
  • Malta

Job Description

The chosen candidate will be responsible to motivate and inspire the team members every day, whilst analyzing their performance data, develop training methods and assist management with improving procedures and workflows.

Responsibilities

  • Lead, mentor, and develop a team of customer service representatives, fostering a positive and productive work environment.
  • Monitor and evaluate team performance, providing regular feedback, coaching, and training to ensure high-quality service.
  • Handle escalated customer inquiries and complaints, providing effective resolutions in a timely manner.
  • Identify opportunities for process improvements and implement changes to enhance service efficiency and customer satisfaction.
  • Prepare and present regular reports on team performance, customer feedback, and service metrics to the Customer Service Manager.
  • Conduct training sessions for new hires and ongoing training for existing team members to ensure they are equipped with the necessary skills and knowledge.
  • Ensure team adherence to company policies, industry regulations, and quality standards.
  • Work closely with other departments, such as Collections, Fraud Prevention, Risk Management, and IT, to resolve issues and improve the overall customer experience.

Requirements

  • Previous Team Leading experience is considered as a must
  • Verbal and written fluency in both German and English
  • Experience in industries such as Banking / Finance / Fintech
  • Experience in dealing with Customers and with a passion for finding solutions and providing Online Support
  • Excellent skill in Microsoft, especially in MS Excel
  • Target and goal oriented with a competitive and ambitious personality
  • Relocation package on offer (up to 1000 euros) for candidates who are outside of Malta

Job Tags

Relocation package,

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