Supervisor with German language

Supervisor ensures that all tasks required to provide high standard assistance service are properly implemented according to internal rules and regulations, policy conditions and Manager’s instructions.

He/she is working closely with the team and assures timely delivery and correct sequence of process tasks, and helping to usher pending cases from the announcement call to a successful close.

1. MAIN RESPONSIBILITIES:

• Lead team of Coordinators

• Supervises adequate organization of the shifts.

• Supervises Service Level Agreements (SLA) according to Euro-Center’s regulation and GDPR instructions.

• Control and monitoring of all assistance cases including high cost, complex and VIP cases.

• Close supervision of Team Leaders and Assistance Coordinator’s needs and issues.

• Prompt detection and escalation of any kind of serious operation issues to AC Manager.

• Deal with major complaints and escalation to Assistance Center Manager and Customers.

• Analyse the cause of the complaint and implement any necessary correction actions.

• Identify training brush-up needs and skills required for new assistance staff.

• Coaching of team members

• Participate in regular performance evaluations and providing feedback of such assessments to team members  

• Participate in Telco’s, meetings and workshops with customers whenever is required.

• Streamlining with Medical Team whenever medical advisory has to be clarify.

• Coordination with Q.A to create and adapt Assistance protocols.

• Wide perspective of office staff functions and interactions in order to ask for collaboration to other departments when required.

• Contact and coordination with other Euro-Center Offices

1. POSITION PROFILE:

Education / knowledge and experience:

• Previous 3+ years of experience in Customer/Travel service assistance

• Bachelor’s Degree or Certificate of Higher Education

Language skills:

• Native, Bilingual or High Advanced English

• Native, Bilingual or High Advanced German language

Other skills & characteristics required for the position

• Computer literate

• Leadership

• Analysis capacity

• Planification, coordination and organization capabilities

• Conflict resolution

• Work well under pressure.

• Strong communication skills.

• Able to improvise, good time management, decision-making skills.

• Flexibility