Customer Service Center Team Leader (m/f/d)

Customer Service Team Leader (m/f/d)

About the Position

Since 2010, as an owner-managed tour operator, we have been committed to providing our customers with quality at affordable prices. We employ approximately 300 colleagues at our headquarters in Koblenz on the Rhine. You can expect varied and exciting work in a modern workplace, a family-like corporate culture with flat hierarchies, and room for your ideas.

Would you like to take on responsibility, motivate a team, and actively help shape our customer service? As a Customer Service Team Leader ( m/f/d), you’ll support your team, optimize processes, and ensure the highest quality of service and satisfied customers. Look forward to varied tasks, real opportunities to make a difference, and a supportive work environment.

Does this sound like you? Then join our team!

Your Responsibilities

• You’ll lead, motivate, and develop your team and conduct regular employee and feedback meetings
• You’ll ensure a high level of service quality and keep customers satisfied in the inbound department
• You’ll keep track of relevant KPIs and team goals and steer the team toward achieving them
• You continuously design, optimize, and develop processes and workflows
• You actively promote sales and identify new sales opportunities
• You coordinate daily tasks and ensure an optimal distribution of responsibilities within the team
• You make goodwill decisions independently and further develop our internal customer service center wiki

Your Profile

• You have completed business-related training, continuing education, or a degree, ideally in the field of dialogue marketing
• You have at least two years of leadership experience and have previously managed teams of more than 10 employees
• You have a strong understanding of travel law and apply your knowledge confidently
• Ideally, you have already worked with a travel booking system and Power BI and are proficient with the MS Office suite, particularly Excel and SharePoint
• You organize tasks with confidence, think analytically and systematically, and always keep the big picture in mind
• You have excellent verbal and written communication skills in German (at least C1 level)
• You keep a cool head even in stressful situations and enjoy working as part of a team

Our Benefits

• State-of-the-art IT equipment for a modern, digital work environment
• A 50% premium for work on Sundays and holidays (tax- and social security-free)
• Internal and external training for your personal development
• A financial allowance starting on your first day of work and above-average contributions to your company pension plan
• Employee cafeteria with fresh dishes ranging from currywurst to falafel bowls
• All-inclusive: fruit, water, cappuccino, and more
• Company-owned gym, yoga, and running group to support your health
• Job, Bike, Go! With our Jobrad bike leasing program, you can ride to work in an eco-friendly way—and keep riding in your free time
• Employee discount on our vacation packages for you and your family
• Corporate benefits with discounts, e.g., on fashion, leisure, tech, and cell phone plans
• Company parties and after-work events to foster a sense of community beyond the workday
• New company building with free parking and excellent public transportation access