German Customer Service Team Leader

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London
Permanent
£30,000 - £40,000 per year
Work within the front lines of biomedical researchEnjoy a wide range of job responsibility!About Our ClientA global developer and manufacturer of both world-class antibodies and reagents used in bio-medical research supplied across the world, to aid in the fight against cancer amongst many other diseases. With a mission to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. A varied product expertise covering a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology.Job DescriptionThe responsibilities of the German Customer Service Team Leader:You'll be someone with a real 'Can Do' attitude, with an ability to work comfortably with ambiguity. Who wants to work as part of a collaborative and close-knit team. Solutions focused, you look for ways to proactively improve ways of working that will improve the experience for our people and our customers:Bring a positive energy to your work, our team and your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact.Help us be an enjoyable place to work by being an enjoyable person to work with!be responsible for delivering a high quality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact.Work closely alongside the Customer Service Manager to continuously review our processes, developing metrics and improvements for the business and our customersDevelop team members and provide a monthly performance update to them in 121sinterviewing potential new hiresManaging induction and training plans for new joiners, delivering some of their training and ensuring their performance is reviewed and assessedOrganising team structure and monitoring daily workload of team whilst adjusting to ensure adequate cover and correct procedures are followedEnsure all service targets are achieved or surpassed, maintaining first class customer serviceTrack the effectiveness of the customer service team, identifying innovations and strategies to exceed KPIsCollect and provide statistical data/reports as required - with ideas not just number crunchingMentoring the team and set an example for team members of commitment, customer service activities, work ethics and habits and personal characterSupport the team with processing customer orders accurately into our system (Microsoft Navision) when needed.Effectively and independently handling customer escalations or complaints in a way that exceeds customer expectations, whether that is with external logistics providers or internal colleaguesOwning complex issues/customer emails, knowing when to escalate issues to our Customer Service Manager - both for key cases and in identifying themesCommunicate with internal departments in order to resolve potential issuesEnsure that all agents are logged in and able to take calls.You'll also appreciate the importance of system and customer record integrity, and bring a focus on accuracy to updating and maintaining customer recordsLead the implementation of system updates or new processesThe Successful ApplicantThe successful German Customer Service Team Leader will have:Written and oral fluency in German & EnglishYou have a genuine passion for customer services, giving every customer the feeling that they and their order/query are important to the business, and to you personally. You'll likely have developed this over several years of customer service experienceYou have experience coaching or developing othersConfident using MS Office including Excel, creating basic formulas and reportsStrong customer orientation with desire and willingness to help.Strong verbal and written communication skills in English (French or German a bonus)Self-motivated, able to multitask and work independentlyYou have outstanding attention to detail, with a strong ethic of personal responsibilityYou have strong problem-solving skills and the ability to think creativelyYou're able to operate with a strong sense of urgency and deliver resultsYou have prepared reports and metrics using different business data and can demonstrate an ability to review and analyse data, identifying matters for further investigationYou've experience using ERP and CRM systems and evaluating the data within themConfidence in asking questions and guiding conversations to resolve customer requestsSelf-organised, you can keep track of your "to do" list and are used to manual systemsOpen and accepting of coaching and feedback - you like to reflect on your own performance and use our feedback to growAble to provide a (relatively) calm and quiet work-at-home environmentCustomer Service experience within a pharmaceutical or biotechnology company, or another complex technical product.Experience with Salesforce CRMExperience designing and evaluating team trainingExperience coaching and training colleagues in technical and soft skillsWhat's on OfferThis job offers a competitive salary, hybrid working and training in London amongst other benefits!
Page Personnel
is part of PageGroup. Page Personnel is a trading name of Michael Page International Recruitment Limited. Registered in England No. 04130921 Registered Office:
200 Dashwood Lang Road ,
Addlestone, ,
Surrey
,
KT15 2NX
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