German Customer Care - Team Leader - Athens
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German Customer Care - Team Leader - Athens

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

  • 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.

  • 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