Team Lead Customer Service (m/f/d)

Created on 05-12-2018

Location Berlin

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Description

• You are responsible for the operational management of the day-to-day business with a focus on 3rd Level, Social Media as well as legal requests and the professional leadership of employees (You will be leading the highly skilled team of 3rd line support)
• You motivate and support your team in the achievement of goals and you foster the motivation and team development
• You ensure a good and close cooperation with the internal interfaces of customer services (Press, operations control, quality assurance, marketing, network planning) as well as our external service providers
• Together with your team, you work out new solutions and are responsible for the ongoing development of internal processes and the optimization of the service level
• You are responsible for the employee und budget planning
• You are responsible for the implementation and successful use of new IT solutions for various tasks
• You are a member of the customer service on-call team and involved in the handling of all relevant tasks in an emergency
• You are responsible for setting up an emergency after-care process and its implementation as well as successful realization
• As an expert, you take over projects as part of the further development of FlixBus customer service • Several years of experience in the field of customer service or other customer-oriented services
• Ability and willingness to lead, develop and promote a team
• Strong communication skills and assertiveness in working with the entire customer service team and key interfaces
• Affinity and enthusiasm for new technologies, to be able to offer a meaningful and contemporary channel mix
• Flexibility and being able to keep cool under pressure
• Customer-oriented thinking and acting as well as problem solving ability
• Full professional proficiency in English and German; every other foreign language (Italian and French) will be considered a plus