Overview:
The CSR Team Supervisor - German is responsible for leading and managing a team of Customer Service Representatives (CSRs) to ensure the delivery of high-quality customer service. This role involves overseeing daily operations, providing support and guidance to team members, and ensuring that performance standards and targets are met. The Supervisor plays a key role in maintaining a motivated and efficient team, fostering a positive work environment, and ensuring customer satisfaction.
Key Responsibilities:
- Lead and manage a team of German-speaking CSRs, providing support and direction.
- Oversee daily operations to ensure smooth workflow and high service quality.
- Conduct regular performance evaluations and provide feedback to team members.
- Address and resolve escalated customer issues, ensuring timely and effective resolution.
- Collaborate with other departments to streamline processes and improve service delivery.
- Maintain and update performance metrics, ensuring team targets are met or exceeded.
Requirements:
- Fluent in German and English.
- Proven experience in customer service and team management.
- Strong leadership and communication skills.
- Ability to handle escalated issues with professionalism and efficiency.
Working Hours: Central European Time Zone (Same as South African time zone currently)
Monday to Friday: 08h00 - 19h00
Saturday: 10h00 - 14h00
Working from: Office Airport
Salary:
- R 31 000 + Commission based on CX KPIs achieved by the team (R4000)
- Total: R 35 000 package
- Including: Medical Insurance + Home and Trauma Assist
- This is not a medical aid
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