Coordinator Shift Day

Customer Support - Berlin-Meeraner, Meeranerstr. 3

Prezentarea companiei

AUTODOC is a multicultural tech-company active in 27 countries and with ~5000 people from over 50 nations where things are going fast forward. We are currently in a transformative phase and looking for innovative, tech-driven and agile people to join us. We are striving to create an environment where people are safe and supported - whether it’s in an office space or work-at-home. Would this fit you, or do you know someone who would fit this description then please contact us now and our team will get back to you as soon as possible.

Fișa postului

Responsibilities

  • Supervises and takes responsibility for all aspects of prompt support provided by the contact centre;
  • Ensures leadership, learning, and development of the team leaders and agents;
  • Actively engages the team and supports its development to ensure better performance and succession planning;
  • Cooperates with the HR and recruitment teams to manage recruitment and selection of team leaders and agents;
  • Participates in developing and implementing change projects that affect the contact centre;
  • Ensures effective and consistent communication within the team and encourages feedback to improve customer service;
  • Implements performance culture, review processes, and structures that help to achieve customer service levels and improve the service compared to the defined targets;
  • Builds and maintains effective relationships with internal and external stakeholders;
  • Identifies best practices, processes, and systems and promotes continuous improvement of the working environment;
  • Cooperates with the resource planning team to ensure that the most effective plans are implemented;
  • Ensures that service and sales targets, SLAs, and KPIs are regularly reviewed and that the optimum quality and service level is met;
  • Supervises team leaders (supervisors) and contact centre agents.

Requirements

  • Experience with MS Office and G Suite
  • Language skills: B2 level or higher
  • Bachelor’s degree (preferably in management)
  • Time management skills
  • Customer-oriented approach
  • Ability to learn quickly
  • Good operational skills in software settings
  • Expertise in company’s business practices
  • Excellent decision-making skills
  • Ability to handle customer enquiries quickly
  • Strong analytical skills
  • Team leadership skills

Informațiile suplimentare

We offer

  • Flexible working hours, 30 days of holiday and 1 birthday day off, which allow for a good work-life balance;
  • Opportunities for promotion, further training (e.g. online language courses during working hours) and coaching in a fast-growing company;
  • Modern and ergonomically equipped workplace in Berlin with fresh fruit and drinks;
  • Company pension scheme;
  • Team events, company celebrations and employee discounts of up to 75% on travel, technology, fashion and much more;
  • Room for creative participation in an international team.
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