German Speaking Customer Service Team Leader

Hirdetés feladója: Career Oppurtinities
Munkavégzés helye: Budapest XIII. kerület (Pest megye)
Jelentkezési határidő: 2022. február 21.
Várható kezdés: 2022. február 22.

We are a global energy business, involved in every aspect of the complex energy system that drives our world.

We operate in more than 70 countries worldwide. We find and produce oil and gas on land and offshore and we move energy around the globe. We manufacture and market fuels and raw materials used in thousands of everyday products, from mobile phones to food packaging.

Elvárások a jelölttel szemben

  • Bachelors degree or equivalent
  • Fluency in German and English languages
  • Extensive and relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
  • Experience of working in Hungary or of working with Hungarian customers is desirable
  • Proven experience in coaching and leading a team
  • Strong relationship management skills
  • Able to meet tight deadlines for both internal and external customers
  • Able to consistently review and adapt approach and style to meet ever changing requirements
  • Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work to ensure deliverable deadlines are met
  • Able to build contingency plans into daily work to deal with unforeseen circumstances to minimise potential problems
  • Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge

Szükséges nyelvismeretek

  • Angol - Felsőfok, szóban és írásban
  • Német - Felsőfok, szóban és írásban

Feladatok

  • Adhering with the tasks outlined in the EMS/QMS Systems of EBSC
  • Managing a team of Order Management Specialists
  • Ensuring timely deliveries and activities within the Customer Relationship Management system (Salesforce). Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioral changes
  • Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Provide first level escalation for any issues raised by the team
  • Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation
  • Ensure processes are embedded & adhered to consistently throughout the team
  • Run and analyse the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers
  • Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
  • Develop and control processes and procedures to the BSC’s standards
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Conduct half yearly and annual appraisals with direct reports
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Develop a team environment that supports continuous improvements & promotes the BSC culture

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