SENIOR CENTRAL RESERVATIONS AGENT - GERMAN LEAD

SENIOR CENTRAL RESERVATIONS AGENT - GERMAN LEAD

Location: Gurgaon, India

Work Mode: Work from Office

Department: Revenue Management

Experience Level: Senior

Salary: 12,00,000 – 14,00,000 per year

Language Requirement: German (C1/C2) and English

ABOUT THE ROLE

Our client is seeking a Senior Central Reservations Agent - German Lead to spearhead customer contact operations for German-speaking markets. This role involves leading a team of customer service agents, ensuring exceptional service delivery, and optimizing processes to meet high service standards.

RESPONSIBILITIES

• Lead, mentor, and manage a team of German-speaking customer contact agents, fostering a high-performance culture.

• Oversee daily operations of the German customer contact center, ensuring adherence to service level agreements and quality standards.

• Develop and implement training programs for new and existing agents, focusing on German language proficiency, product knowledge, and customer service best practices.

• Monitor team performance through regular quality checks, call reviews, and performance metrics, providing constructive feedback and coaching.

• Handle escalated customer inquiries and complex issues, resolving them effectively and ensuring customer satisfaction.

• Collaborate with other departments to streamline customer service processes and improve the overall customer experience.

• Analyze customer feedback and operational data to identify trends, propose solutions, and contribute to continuous improvement initiatives.

• Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.

• Ensure compliance with all company policies, procedures, and relevant industry regulations.

• Act as the primary point of contact for all German-speaking customer service-related matters.

REQUIREMENTS

• Fluency in German (C1/C2 level) and English, written and spoken.

• Minimum of 5 years of experience in a customer contact center environment, with at least 2 years in a leadership or supervisory role.

• Proven experience in managing and motivating a team to achieve performance targets.

• Strong understanding of customer service principles and best practices.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to analyze data and translate insights into actionable strategies.

• Proficiency in using CRM software and other customer service tools.

• Demonstrated ability to work effectively in a fast-paced and dynamic environment.

NICE TO HAVE

• Bachelor's degree in Business Administration, Communications, or a related field.

• Experience in the manufacturing or automotive industry.

• Familiarity with quality assurance methodologies in a call center setting.

• Project management experience.