Supervisor, Customer Care, Sales

Jobtailor; Deutschland; Vor Ort; EUR 42.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Customer Care and Sales Supervisor in Germany to lead a team of advisors, provide coaching, training, and ongoing support to deliver consistently excellent service and strengthen customer relationships.

The role focuses on optimizing staffing, driving retention and sales, conducting performance discussions, supporting onboarding, monitoring KPIs, and partnering with leadership to enhance processes and customer experiences.

Qualifikationen

• Lead and motivate a team to deliver outstanding customer care and sales results.
• Coach and develop associates with regular feedback and development plans.
• Proficient communication, problem-solving, and conflict resolution skills.

Aufgaben

• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.
• Foster a positive, collaborative, and customer-focused work environment.
• Schedule and organize team coverage to support business needs and maintain service levels during peak times.
• Conduct regular performance discussions, coaching sessions, and development planning.
• Support hiring, onboarding, and training initiatives for new associates.
• Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.
• Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.
• Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
• Monitor adherence to company policies, procedures, scripts, and customer experience standards.
• Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.
• Monitor KPIs, including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.
• Analyze trends and identify opportunities for coaching and operational improvement.
• Provide regular reporting and performance updates to leadership.
• Ensure team members meet or exceed service, retention, and sales goals.
• Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques.
• Conduct ongoing training sessions to support continuous learning and process updates.
• Promote best practices in customer communication, active listening, empathy, and problem-solving.
• Encourage career growth and professional development within the team.
• Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
• Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency.
• Collect and evaluate customer feedback to identify trends and recommend improvements.
• Promote a customer-first culture that strengthens relationships and builds customer loyalty.

Kenntnisse

Leadership

Coaching

Customer service

Communication

Team development

Ausbildung

High school diploma or GED

Associate or bachelor's degree preferred

Tools

Ticketing systems

CRM systems

Performance reporting tools

Jobbeschreibung

Responsibilities

• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.
• Foster a positive, collaborative, and customer-focused work environment.
• Schedule and organize team coverage to support business needs and maintain service levels during peak times.
• Conduct regular performance discussions, coaching sessions, and development planning.
• Support hiring, onboarding, and training initiatives for new associates.
• Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.
• Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.
• Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
• Monitor adherence to company policies, procedures, scripts, and customer experience standards.
• Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.
• Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.
• Analyze trends and identify opportunities for coaching and operational improvement.
• Provide regular reporting and performance updates to leadership.
• Ensure team members meet or exceed established service, retention, and sales goals.
• Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques.
• Conduct ongoing training sessions to support continuous learning and process updates.
• Promote best practices in customer communication, active listening, empathy, and problem-solving.
• Encourage career growth and professional development within the team.
• Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
• Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency.
• Collect and evaluate customer feedback to identify trends and recommend improvements.
• Promote a customer-first culture that strengthens relationships and builds customer loyalty.

Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role preferred.
• Demonstrated leadership, coaching, and team development skills.
• Strong verbal and written communication skills.
• Ability to effectively manage escalated customer situations with professionalism and empathy.
• Working knowledge of Cable One products and services preferred.
• Experience with customer service systems, ticketing platforms, and performance reporting tools.
• Ability to multitask, prioritize responsibilities, and perform effectively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a remote or hybrid environment.