On behalf of our client, we are looking for an experienced and dynamic German-speaking Team Leader to join their Customer Care team in Athens. In this on-site role, you will lead a dedicated team within the tourism and flight booking sector, focusing on delivering world-class service. You will be responsible for driving team performance through strategic action plans, managing KPIs, and maintaining strong client-facing relationships.
Responsibilities
- Lead, coach, and develop a team of customer care agents (currently ~8, with potential to expand)
- Monitor team performance through KPIs and implement action plans to achieve targets
- Maintain direct communication with the client (German-speaking only) on a daily basis
- Ensure high-quality service delivery and continuous performance improvement
- Motivate the team and foster a positive, results-driven environment
- Handle complex operational challenges and provide effective solutions
- Support onboarding, training, and ongoing coaching initiatives
Requirements
- Fluency in German (C2) and strong English skills (C1-B2)
- Proven leadership experience in BPO or customer care environments
- Experience with KPIs, metrics, and performance management
- Strong communication and presentation skills
- Positive, proactive personality with a “make things happen” mindset
- Ability to work in a fast-paced and complex environment
Nice to have:
- Sales or cross-selling experience (e.g., insurance products)
- Experience in coaching methodologies and people development
- Familiarity with Global Distribution Systems (GDS), such as Amadeus.
Benefits
- Salary: Up to €1,750 gross/month (depending on experience, negotiable)
- Monthly ticket allowance (€100)
- Metro card
- Private life & medical insurance
- Potential hiring bonus
- Opportunity to work closely with international clients and gain strong exposure
- Growth potential within a developing team structure
- 100% on-site role
- Flexible working schedule (e.g., shifts between 09:00–21:00 or 11:00–19:30 depending on team needs)
- Possible 1 trip to Germany for training or client meetings