Team Leader - German

Surgo PTY Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service solutions provider in Cape Town seeks a CSR Team Supervisor to lead a team of German-speaking representatives. You will oversee daily operations, ensure high-quality service, conduct performance evaluations, and resolve escalated issues. The ideal candidate is fluent in German and English, has proven experience in customer service management, and strong leadership skills. Competitive salary of R31,000 plus commission, with working hours Monday to Friday: 08h00 - 19h00.

Benefits

Medical Insurance

Home and Trauma Assist

Qualifications

• Proven experience in customer service and team management.
• Ability to handle escalated issues with professionalism and efficiency.

Responsibilities

• Lead and manage a team of German-speaking CSRs.
• Oversee daily operations to ensure smooth workflow.
• Conduct regular performance evaluations.
• Address and resolve escalated customer issues.
• Collaborate with other departments to improve service delivery.
• Maintain and update performance metrics.

Skills

Fluent in German

Fluent in English

Leadership skills

Communication skills

Job description

Overview

The CSR Team Supervisor - German is responsible for leading and managing a team of Customer Service Representatives (CSRs) to ensure the delivery of high-quality customer service. This role involves overseeing daily operations, providing support and guidance to team members, and ensuring that performance standards and targets are met. The Supervisor plays a key role in maintaining a motivated and efficient team, fostering a positive work environment, and ensuring customer satisfaction.

Key Responsibilities

• Lead and manage a team of German-speaking CSRs, providing support and direction.
• Oversee daily operations to ensure smooth workflow and high service quality.
• Conduct regular performance evaluations and provide feedback to team members.
• Address and resolve escalated customer issues, ensuring timely and effective resolution.
• Collaborate with other departments to streamline processes and improve service delivery.
• Maintain and update performance metrics, ensuring team targets are met or exceeded.

Requirements

• Fluent in German and English.
• Proven experience in customer service and team management.
• Strong leadership and communication skills.
• Ability to handle escalated issues with professionalism and efficiency.

Working Hours: Central European Time Zone (Same as South African time zone currently)

Monday to Friday: 08h00 - 19h00

Saturday: 10h00 - 14h00

Working from Office Airport

• Basic R31,000 + Commission based on CX KPIs achieved by the team
• Including: Medical Insurance + Home and Trauma Assist

EE Statement: Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (Pty) Ltd does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email [e-mail]