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Team Lead Customer Service (m/f/d)


Vacancy details

General information

Reference number

2018-1557  

Job details

Job title

Team Lead Customer Service (m/f/d)

Who we are

We are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun.

To support our ambitious growth, we are now looking for a Team Lead Customer Service (m/f/d) to join our team in Berlin.

Your tasks - Paint the world green

• You are responsible for the operational management of the day-to-day business with a focus on 3rd Level, Social Media as well as legal requests and the professional leadership of employees (You will be leading the highly skilled team of 3rd line support)
• You motivate and support your team in the achievement of goals and you foster the motivation and team development
• You ensure a good and close cooperation with the internal interfaces of customer services (Press, operations control, quality assurance, marketing, network planning) as well as our external service providers
• Together with your team, you work out new solutions and are responsible for the ongoing development of internal processes and the optimization of the service level
• You are responsible for the employee und budget planning
• You are responsible for the implementation and successful use of new IT solutions for various tasks
• You are a member of the customer service on-call team and involved in the handling of all relevant tasks in an emergency
• You are responsible for setting up an emergency after-care process and its implementation as well as successful realization
• As an expert, you take over projects as part of the further development of FlixBus customer service

Your Profile - Ready to hop on board

• Several years of experience in the field of customer service or other customer-oriented services
• Ability and willingness to lead, develop and promote a team
• Strong communication skills and assertiveness in working with the entire customer service team and key interfaces
• Affinity and enthusiasm for new technologies, to be able to offer a meaningful and contemporary channel mix
• Flexibility and being able to keep cool under pressure
• Customer-oriented thinking and acting as well as problem solving ability
• Full professional proficiency in English and German; every other foreign language (Italian and French) will be considered a plus

Perks - More than just a job

• Independent and flexible work in a dynamic, professional team
• Have an impact - The unique opportunity to actively build a fast growing business in an innovative market
• Push boundaries. Everyone is equally important and works together on uncharted challenges alongside inspiring colleagues from all over the world.
• Fun at work and beyond. Discover the world with your free FlixBus rides and join our regular team events – there's always something to celebrate!
• Feel at home. We provide you with a laptop, comfortable working space, free drinks, casual dress code, diverse employee discounts and more.

Job location

Job location

Germany, Berlin

Candidate criteria

Minimum level of experience required

3-5 years

Languages

  • English (Professional working proficiency)
  • German (Professional working proficiency)

Further information

Contact person

Niclas Bohn

Position start date

01.01.2019