Team Lead Customer Service - with German

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Employer: Linde Global Services Romania SRL
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • nationwide
    Updated at: 26.12.2022
    Remote work: On-site
    Short company description


    Linde Global Services Romania is a service hub, processing and supporting a variety of intra-company functions and services in the area of Order-to-Cash (such as order processing, customer master data, credit management, query management & customer support, invoice processing, customer & data management) 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. 
    We are a team of 200 motivated and proactive professionals, representing a great community for our native colleagues from Germany and Switzerland, using every business experience to enrich our know-how and turn challenges into opportunities of learning and development. Our colleagues, their backgrounds, experiences, talents, knowledge, creativity, and the center culture based on open communication, mutual support and constructive competition while having fun together, are the foundation for our unique trademark. 

    Requirements

    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

    Responsibilities

    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

    Other info

    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 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
    • 13th salary
    • 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 800 RON net 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
    • 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

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