Candidate’s profile

• Managerial skills
• Excellent interpersonal and communication skills
• Able to work with minimum supervision as well as perform under pressure and meet tight deadlines
• Strong team player with the ability to build relationships with both colleagues and external clients

Language Requirements: 

• Excellent verbal and written German
• Good command of English

Job description

• Proactively managing team performance / production of deliverables, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls
• Providing a first point of escalation for the team and clients in respect of service/delivery issues
• Motivating team members to provide excellent client service
• Monitoring and ensuring quality of customer service and proper ticket handling
• Day to day staff management. Staff training and development
• Assisting in the planning and implementation of agreed changes to the delivered services
• Working closely with the account team and seeking ways to improve current processes (also outside Service Desk)