Customer Care Supervisor with German

The Supervisor will be part of the Commercial department in the new dormakaba business services for Europe. The role holder will be responsible to perform activities within the scope of the dormakaba business services tower, flag inefficiencies and develop improvement opportunities. The role is based in Sofia, Bulgaria.A job that matters: your tasks Responsible for: coaching, training, , performance & development and recruitment Oversee and support team members in daily activities, set objectives and quality standards, and ensure service delivery within SLAs and KPIs. Ensure team is set up, on-boarded, trained and updated with functional knowledge, policies, procedures and process documents Build, optimize and improve the customer care process .Work closely with internal stakeholders to ensure a smooth customer focused process Maintain a high-level service towards the customer. Drive the team’s delivery of efficient, accurate and timely processing and recording of transactions Create business opportunities with new and old customers Direct and implement Customer focus initiatives Analyze and report on all customer service activities and on defined KPI’s. Closely collaborate with the Tower Heads and Head of Commercial in driving automation and digitalization in the team’s Commercial processes Plan proper Workforce management, absence & contingency plans. Usage of the CRM systems to extract performance, trends and volumes. An experience that matters: your skills 2+ years of experience in Customer Support Leadership role. Experience in leading a team. Experience in near-shore transitions, shared services or business process outsourcing is required. BSc or MSc in Business Administration or related field German Language Office 365 suit People management A workplace that matters: our offering Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust Attractive remuneration package Opportunity for flexibility with a hybrid working model Home office allowance 25 days paid annual leave Additional health insurance Employee Assistance Program (Mental Health, Legal & Financial Counselling 200 BGN Food vouchers Public transportation card Optional parking space Multisport card Language training opportunity Employee referral program Brand new modern office premises in a class A Business building Fresh fruits in the office Training and mentorship programs Access to over 15,000 LinkedIn Learning courses to assist in your development