Senior Customer Care Team Leader

<h3>Company Description</h3><p>efood is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.</p><h3>Job Description</h3><p>Are you a customer centric leader, who loves leading and motivating teams?</p><p>Are you obsessed with ensuring that our customers receive unique care from our teams?</p><p>Let’s Talk!</p><p>Our Customer Care Team is currently in search of a Senior Customer Care Team Leader who will be responsible for leading and guiding a team of Customer Care Team Leaders.</p><p>You will promote excellent customer service and will work closely with the Team leaders and Supervisors, as well as the agents to ensure that new processes and policies are followed adequately and goals are achieved at all times.</p><p>At the end of the day, your focus will be to inspire a high-quality standard of service that we provide to our customers via our various communication channels.</p><p><strong>What you’ll do:</strong></p><ul><li>Promote excellent Customer Service by leading and coordinating the assigned Customer Service Team Leaders</li></ul><ul><li>Clearly set and communicate the goals based on S.M.A.R.T. methodology</li></ul><ul><li>Ensure the goals are met and that the KPIs are within the predefined levels</li></ul><ul><li>Use data to monitor and measure the teams’ performance</li></ul><ul><li>Investigating and solving customer complaints in cooperation with Customer Care Supervisor</li></ul><ul><li>Challenge current methods of service delivery and identify, suggest and implement improvements</li></ul><ul><li>Recognize and acknowledge the skills of key team members and make good use of their strengths to the benefit of the team</li></ul><ul><li>Take part in wider projects within the Organization</li></ul><ul><li>Ensure that customer enquiries and complaints are dealt in accordance with the performance and service standards as laid down by efood</li></ul><ul><li>Take part in the recruiting process when and if required</li></ul><ul><li>Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency and productivity</li></ul><ul><li>Ensure high quality customer services is offered</li></ul><ul><li>Adhere to and implement the procedures, policies and work instructions</li></ul><h3>Qualifications</h3><ul><li>3+ years of overall contact center experience, with 2+ years as a Team Leader</li></ul><ul><li>BSc degree in Business Administration/Management or relevant discipline</li></ul><ul><li>Excellent command of Greek &amp; English language</li></ul><ul><li>Solid computer skills, especially MS Excel</li><li>Excellent knowledge of performance metrics</li></ul><ul><li>Great interpersonal and communication skills to create a cordial relationship with team members</li></ul><ul><li>Task-management, critical thinking, and problem-solving skills</li></ul><ul><li>Open, empathic and team-oriented attitude, with hunger for continuous learning</li></ul><ul><li>Adaptability and agile mindset to changing conditions</li></ul><ul><li>Flexibility to work in shifts (incl. evening/ night hours, public holidays and weekends)</li></ul><h3>Additional Information</h3><ul><li>We recognize good work and we want our people to feel appreciated! That’s why we offer an attractive remuneration package for what you bring in!</li><li>We share a passion for food, so you will certainly appreciate the ticket restaurant card 💳 to spend in restaurants and/or food supplies. We are efooders after all!</li><li>We take care of you with Private Medical &amp; Life Insurance from day #1 to keep you healthy and happy!</li><li>We prioritize your mental health and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches. 🧠</li><li>We want you to grow with us 🚀 ! And to help you keep improving, we provide you access to our online training platform where you can study 📖 topics for your personal and professional growth!</li><li>Are you a cappuccino lover ☕? Do you desperately want a cookie? Our cafeteria got you covered!</li><li>If you want to stay in shape 🏋️ , our in-house gym awaits you fully equipped!</li><li>We are passionate about exploring, growing &amp; learning and our Global Mobility plan is created to help our people find their purpose around the world! 🌎</li></ul><p><strong>Life @efood:</strong></p><p>At efood, no day is the same as the one before!</p><p>efooders know that working and having a good time isn't the opposite and that’s why every day at efood is a new adventure!</p><p>We always aim higher and thrive on finding solutions t