Team Leader Customer Service – Written Customer Service (m/f/d)

We, platform X, a subsidiary of the VNR Group, help our partners to launch new products and market them successfully. We support private customers in the areas of finance, health, and nutrition, as well as companies with topics such as occupational safety, sustainability, and personnel. With over 1 million customer inquiries per year, the customer is clearly our focus.

For our team of 20 people, we are looking for a Team Leader (m/f/d) for written customer service who will take responsibility for our employees, service quality, and the performance of the department. You will ensure that your team knows its goals, has the necessary framework conditions for good work, and that our customers are supported quickly and competently. At the same time, you will continuously develop our processes, keep an eye on relevant key figures and costs, and be the first point of contact for your team on technical questions.

With us, you can expect a permanent position in a stable family company with a start-up character, a modern working environment, freedom to design, humorous colleagues, and an additional salary just for your personal further training.

This awaits you:

• You will lead our approximately 20-person team in written customer service, communicate clear goals, and develop your employees through regular feedback, support, and individual development.

• You will be responsible for the department's KPIs, analyze performance, and manage available capacities according to customer volume and our service requirements.

• You will ensure smooth daily operations, be the first point of contact for technical questions, and support your team with demanding customer inquiries via email, letter, and fax as needed.

• Together with the Head of Department, you will further develop written customer service, coordinate goals, key figures, resources, and operational topics, and contribute your perspective from daily operations.

• You will continuously optimize our processes and structures, keep an eye on costs and resources, and work closely with internal interfaces to combine service quality and efficient processes.

• On Mondays, Wednesdays, and Fridays, we are together in the office in Bonn – for personal exchange, short coordination paths, and good team cohesion.

This is what you bring:

• You have a completed commercial apprenticeship or a degree and bring several years of experience in customer service, customer operations, contact centers, or a comparable service-oriented environment.

• You enjoy leadership and employee development, can clearly communicate goals, provide constructive feedback, and motivate employees sustainably.

• You work data-driven and have experience with performance management and reporting. You can confidently interpret key figures and derive concrete measures for your team's performance from them.

• You work in a structured, independent, and solution-oriented manner, maintain an overview even in challenging situations, and find pragmatic solutions for customers, employees, and processes.

• You take responsibility and make decisions, communicate openly and appreciatively, and enjoy working with various interfaces, actively addressing topics, and driving solutions forward together.

• P.S.: You don't have years of leadership experience yet, but you feel ready for the next step? Then we expressly welcome applications from ambitious talents who want to take on responsibility, grow into the role, and further develop customer service together with us.

This is what you can look forward to:

• Attractive remuneration
• Coaching
• Ergonomic workstations
• Flat hierarchies
• Recreation room
• Freedom to design
• Health measures
• Good public transport connections
• Warm team atmosphere
• Dog-friendly
• Individual onboarding
• Internal training academy
• Short decision-making processes
• Employee events
• Employee discounts
• Parking space
• Table tennis table
• Capital-forming benefits
• Additional monthly salary for further training

Does this sound exciting to you?

Do you recognize yourself in this description? Then come on board and apply now as Team Leader in Written Customer Service (m/f/d)! We will get back to you within a few days!

Bianca Kläring
Recruiter
Tel: 0228/82050