Customer Care Supervisor (w/m/d)
MEININGER Hotels Berlin Headquarters
Full time
MEININGER Hotels is looking for a Customer Care Supervisor who will lead and motivate a team of customer care advisors to ensure workload is completed within the business KPI’s and targets set out whilst ensuring the highest customer service is delivered by team members via all channels.
MEININGER Hotels. Where the comforts of a hotel meet the special facilities of a hostel. We run more than 35 hotels in Europe's best cities—and counting!
YOUR TASKS
- Lead and motivate a group of customer care advisors to achieve business led targets
- Conduct performance and development reviews, 1:1 coaching / mentoring sessions /quality feedback reviews and team meetings as directed by the business and individual needs, these may be weekly, monthly, quarterly or annually
- Ensure team and individuals meet or exceed KPI’s and targets
- Maximize sales opportunities with the team and ensure the team up and cross-sell a bespoke service experience on all contact channels
- Real time contact queue management, identifying areas that need to be addressed based on the current picture
- Provide support to line manager in times of absences and holidays
YOUR PROFILE
- Minimum of 3 years relevant work experience in Customer Care Departments
- Minimum of 1 year work experience in a Supervisor role
- Able to work autonomously and use own initiative – can react and cope with the ever-changing demands and priorities.
- A proactive mind set, highly organized, with a can-do approach
- Proven ability to be confident in communicating at all levels
- Fluent in local language and English
- Good presentation and influencing skills - the ability to convince others of a point of view, or position to gain others support
WHAT MEININGER OFFERS
- Fair compensation package and tax-free surcharges
- Company Pension Scheme
- Extra vacation days for every year with MEININGER (up to 5 days extra)
- 2 extra paid leave days for you to make this world a better place (Corporate Volunteering & VTO Program)
- MEININGER Staff Nights Program & discounts for friends and family
- Employee events and team activities: M-Days, Christmas party, team building events, company jubilees
- Growth and development opportunities as part of an internationally expanding organization
- A diverse, open working environment
YOUR APPLICATION
We are enthusiastic hosts as diverse as our guests. Feels like you?
Please send us your CV. We welcome candidates from different backgrounds, cultures, life preferences and experiences to apply. We believe that a diverse and inclusive workplace promotes creativity, innovation, and productivity.
Contact: Sandra Röske (Customer Care Manager)
[EN]