Bilingual Client Team Leader- German & English Speaking at Influx

 About Influx

We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.


We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month.


Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.


Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents.

Responsibilities


Ensure achievement of Client KPIs.

Ensure the team is organized effectively to maximize productivity

Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.

Daily report to the delivery manager on team performance against KPIs

Handle escalations, and assist agents by providing support on customer queries

Time management of staff breaks and schedules to ensure no impact on production

Communicate all processes; client changes and notifications to agents in a timely manner

Highlight concerns that impact team performance

Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities


Excellent written and oral communication skills in both English and German, with the confidence to interact at all levels of the organization

Strong people leadership skills and takes initiative

Good reporting and presentation skills with a keen eye for detail

Desire to succeed with the ability to grasp processes and tasks quickly,

Hold your team (and yourself) accountable

Effective problem solver and takes ownership

Self-controlled/master stress management, and thrives under pressure

Strong organizational skills

Have the ability to influence and collaborate with a team

Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements


2+ years of customer service experience

1 year of management experience (would be an asset)

German proficiency level** C1 **and above

Excellent written and oral communication skills in both English and German

Attention to detail (i.e. verify all details are submitted, able to identify missing information)

Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.

Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)

Strong problem-solving skills

Prior experience serving clients in a B2B environment

Benefits


Join a high-growth startup, full of possibilities

Professional and motivated colleagues from around the globe

Fair and open culture

Work-from-home arrangement

Work with clients in the USA, EU, and elsewhere

Method of Application

Interested and qualified? Go to Influx on influx.com to apply

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