Team Lead Customer Service - with German

Since 2014, Linde Global Services Romania (LGS Romania) is the captive shared service center of Linde plc based in Timisoara, processing and supporting a variety of intra-company functions and services in the area of Order-to-Cash for Linde Germany and Linde Switzerland. In addition, global business streams of Linde plc as Business Reporting & Analytics, Continuous Improvement & Automation, are being actively supported by our professionals. 

The personal and technical profile of our future team lead includes:
• Great communication skills, both written and verbal
• Mandatory advanced level of German language (B2-C) and medium level of English language
• Good knowledge of MS Office package (Outlook, Excel, Word, PowerPoint)
• Knowledge and experience using SAP and ticketing systems
• Min. 1 years’ experience in Customer Service, Call-center Support operations
• Min. 1 years’ experience in people management
• Team management skills through clear roadmaps and effective communication
• Organized and adaptable individual with effective time management
• Great results focus and ability to track and monitor progress against plan; strong influence and impact; good expertise in performance management and team motivation
• Customer focus: understand customer requirements; anticipate and meet the needs of customers; build long-term customer relationships; shares customer insight with employees; develop innovative customer solutions
• Negotiation & Conflict Resolution: encourage involvement in negotiation, conflict resolution and problem solving; listen effectively, clarify situations, and facilitate consensus-building
• Availability to travel in Germany and to Timisoara

Key operational and team management responsibilities:
• Oversee and manage all daily functions of the back office and customer interaction processes
• Set targets for all team members to meet up with internal SLAs
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended to
• Prepare forecasts for the activity
• Deliver all departmental KPI's, achieving set targets and objectives within the inbound & outbound
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all team members and participate in recruitment of new team members
• Submit regular reports to management and seek new ideas and strategies to improve business performance
• Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Team Leadership and Culture:
• Provide clear leadership in terms of setting stretching targets for both teams and ensures fully coordinated approach between country teams and shared services business administration team
• Ensure a harmonious working environment for all other team members and delegate duties to all team members
• Act as a role model to others whilst striving to achieve high standards of performance and customer service

Performance and Improvement:
• Perform evaluation process with all team members; Conduct regular review of all team members performance and organize training sessions for under performers
• Offer feedback and improvement resources
• Maintain error log and promote debrief and feedback with all the team to promote quality
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency

Client relations:
• Develop and maintain communication and collaboration with the clients; ensure that clients are always satisfied by providing prompt response and solutions to their challenges
• Receive, investigate and propose solutions for escalation issues
• Ensure all business administration KPI’s /SLA’s are delivered
• Ensure whole team provide professional customer services – one that is fair and appropriate for the business and its customers

Salary & benefits:

• Working schedule – Our working day is covering 8hrs working schedule with 30 minutes lunch break included
• Meal tickets - We offer you meal tickets with a value of 20 RON
• Home office - We want you to work however fits you best. We offer the possibility to work from home 50% of the time. For more than 100 km we offer permanent work from home
• Medical subscription - We know how important health is, so you get a medical subscription through the Allianz Tiriac network, paid by the company
• Annual Performance bonus – We are rewarding individual performance each year. Based on your performance, your bonus may reach or exceed 1 monthly salary gross
• Holiday bonus - Each summer we are offering you 1 gross salary (up to max. 7.500 RON, prorated - based on active months in that year) to enjoy you vacation
• Referral bonuses - We encourage you to refer new candidates to us. We are offering a referral bonus for each candidate recommended, who will become our colleague
• Life events celebration - In case of marriage, child birth or child adoption, we support you by offering you free days and financial support (based our internal compensation & benefits policy)
• Additional bonuses - We offer you 150 RON for Christmas and for Easter. Your children will enjoy this benefit too on June 1st, as they will also receive 150 RON; On 8th of March, each woman will receive 150 RON
• Eyeglasses discount – We are supporting you with 500 RON net (paid once in two years, minimum 1 year seniority) for eyeglasses.
• Unforeseen situations - In case of unfortunate events, we support you by offering you free days and financial support (compensation & benefits policy)
• Growing number of vacation days - Work-life balance is essential for us, therefore we offer you extra days covering your previous working experience, as per Romanian law. We start with 21 days/year
• Birthday Free day - On your birthday, we are surprising you with 1 paid day off to celebrate and enjoy it
• Professional Development - Great opportunities to develop yourself within the company
• Team-buildings - We organize yearly team-building activities, so you get to know each other and build trust among your peers
• Bookster- the road to self-improvement is paved by books. Borrow the books that interest you and your family through the library that comes to your office/home