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Global Team Lead Customer Complaints

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We have an exciting new opportunity within our Customer Complaints Team for a Global Team Lead. You will be working in a fast paced environment where everyday is different, leading a multi-national team to ensure the team is performing to its highest potential and achieving company goals. 

  • Managing and leading a team of Customer Complaint agents
  • Delivering an exceptional, end-to-end customer experience
  • Ensuring Movinga’s quality standards and reaching productivity goals
  • Implementing new processes and tools to drive operational performance through analysis and evaluation of current processes and strategies
  • Taking ownership of SLA compliance and customer satisfaction as a whole
  • Handling calls and emails in escalation situations
  • Driving department performance through daily coaching and weekly feedback sessions with all team members to support their growth
  • Conducting in-depth data analysis to identify opportunities for performance improvements
  • Evaluation of relevant KPIs and taking of measures to correct any deficiencies
  • Identifying causes of operational errors and developing processes to lower our error rate
  • Driving initiatives to continuously improve the quality of our service to our customers
  • Consistently setting and exceeding performance deadlines and targets


Your Profile

  • You have at least 3-5 years experience in customer service, ideally within compliance and complaint management
  • You have gained at least 2 years’ experience in a leadership or management role
  • You can effectively work in an independent, structured and goal-oriented manner
  • You enjoy working in a fast-paced, target-driven and team-oriented environment
  • You approach challenges with a positive and open attitude, and maintaining customers satisfaction is your utmost priority
  • You are process-driven and are confident with analytics, numbers and the capability to draw decisions based on both intuition and data
  • You build rapport and interpersonal relationships naturally and easily with colleagues, customers and partners, displaying strong empathy and understanding
  • You possess strong web and computer skills: MS Office and Salesforce is desirable
  • You possess excellent written and verbal English skills (both spoken and written)
  • and working knowledge of Swedish, French or German is beneficial 
  • A legal background or education is beneficial
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Perks & Benefits

Our new, modern office is located in the ever-changing city of Berlin. Enjoy working in a space that reflects the city's multicultural and progressive atmosphere.

We encourage you to bring in your creativity and own ideas - in official management catch- ups, meetings and anytime in between.

We are a young company that wants to see our employees grow with us. Therefore we offer regular workshops and trainings for our workers.

We want our employees to come to work with joy and motivation. Therefore we offer free drinks, fruits, classes, parties and regular team events on our rooftop terraces and social area.

Workplace & Culture

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