Team Lead Customer Service - with German

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Angajator: Linde Global Services Romania SRL
  • Customer support - Client service
  • Management - Consultanta
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Timisoara
  • Job la nivel national
    Actualizat la: 02.08.2022
    Scurta descriere a companiei

    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

    Alte informatii

    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