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Customer Service Team Lead (f/m/div)

  • München

Job title: Customer Service Team Lead (f/m/div)

Company: Travian Games GmbH

Beschreibung:

Travian Games GmbH, based in Munich, is a world-renowned self-publishing developer of online games. The company offers its customers complex and multi-layered worlds of experience that are distinguished by their gaming depth, guaranteeing long-lasting gaming enjoyment for the players. A motivated team develops and markets online entertainment for all age groups. Currently, Travian Games offers the following games: Travian: Legends, Rail Nation, Travian Kingdoms, goalunited LEGENDS, Miramagia, Hyperdrome, UnitedGP and Arkheim – Realms at War. They are translated into up to 39 languages and can therefore be enjoyed by fans of long-lasting gaming entertainment all around the world.

QUEST

  • You lead and support a team of 25 remote part-time customer service representatives, perform regular performance meetings with your team (one to one meetings, team calls, performance reviews)
  • You leverage your leadership experience and team building skills to foster a cooperative, enjoyable, and positive work environment with a remote, multinational team for the day-to-day business
  • You monitor Customer Service Representatives’ performance, service level agreements and quality metrics to support the Customer Service Manager in performance management and employee development as well as reporting and coaching purposes
  • You build and execute coaching plans for each assigned team member to drive incremental performance improvement and foster a mindset of growth
  • You cooperate with the Game Expert, Rule Enforcement and Community Management leads to implement or improve processes
  • You are the point of contact in resolving player escalations regarding issues within departmental policies and procedures, especially for exceptions to rules and in game situations
  • You help or supervise hiring processes as well as onboarding/off boarding employees and assist the Customer Service Manager with contract or salary related issues

SKILLS

  • You have worked in a Customer Service related job (preferably gaming) and ideally have some experience in a Lead position already
  • You have expertise in customer service tools (ticketing systems, admin configuration panels, Microsoft Office, etc.)
  • You are enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
  • You are able to use your excellent communication and interpersonal skills to motivate others
  • You are a team player with a high level of self-organization and collaborative personality
  • You are a quick thinker and you have creative problem-solving skills
  • You are passionate about gaming
  • You have excellent written and verbal communication skills in English, an additional language is advantageous

REWARDS

  • Regular Training & Development
  • Free Refreshments
  • 28 vacation days, partial remote work
  • Choose Your “Weapon”
  • Gym Cooperation
  • Regular Socializing & Events

Location: München
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