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Team Leader Customer Service Support

2 weeks ago

Bucharest, Bucureşti, Romania DKV Mobility Full time

Your mission is to lead and grow a team of motivated Customer Service agents while staying connected to daily operations.

You will:

  • Lead, coach, and inspire your team to achieve and exceed KPIs.
  • Spend about 50% of your time hands-on in daily operations, leading by example.
  • Conduct regular 1:1s, coaching sessions, and performance reviews, helping your team unlock their potential.
  • Act as a role model for customer-centricity, ensuring we consistently deliver excellent experiences.
  • Monitor performance in real time, adjusting staffing and resources to meet demand.
  • Use data insights (Excel, Power BI, reports) to spot trends and drive improvements.
  • Partner with Quality, Training, and Process teams to streamline workflows and remove bottlenecks.
  • Collaborate with stakeholders to resolve customer pain points.
  • Drive continuous improvement projects to make our services smarter, faster, and more efficient.
  • Foster a culture of engagement, accountability, and curiosity in your team.

What makes you a great fit :

We're looking for someone who thrives in change, enjoys leading people, and is passionate about delivering excellence for customers.

Ideally, you bring:

  • 2–3 years of experience in a Customer Service role.
  • Experience in leading or supervising a team (a plus).
  • German and English fluency (mandatory).
  • Familiarity with SAP, MS Dynamics, or similar tools.
  • Strong proficiency in MS Office (Excel, Word, Outlook) and reporting tools (Excel, Power BI).
  • Outstanding people management, coaching, and communication skills.
  • Problem-solving and decision-making ability under pressure.
  • A proactive, solution-driven mindset, energized by change.
  • Willingness to travel occasionally.

What we offer:

A chance to test and grow your skills, through challenging projects

A great work environment with great colleagues that offer support

  • Attractive benefits package
  • Regina Maria medical subscription for you and your family according with internal police
  • Meal vouchers
  • Special discounts for gyms
  • Additional days off
  • DKV card with discount for fuel valid in 25 countries
  • When you are in the office can have free facilities like massage, fruits, coffee
  • Flexible working hours with home office and flextime
  • Continuous training

and much more...

As one of the leading mobility service providers in Europe, DKV Mobility helps over 213,000 active customers to manage their commercial vehicle fleets efficiently. The range of services extends from fuel and service cards at 66,000 brand-independent petrol stations to toll invoicing, value-added tax and mineral oil tax refunds to vehicle services and services in innovative fields such as electromobility currently offering 190,000 public charging points. 5.1 million DKV CARDs and on-board units are used by customers in 45 countries. In 2020, the company generated a transaction volume of €9.3 billion

Always true to our philosophy:
"You drive, we care."