Customer Care Supervisor with German

The Customer Care Supervisor will be part of the Commercial department in the dormakaba Business Services centre in Sofia. The role holder will be responsible for ensuring an outstanding customer experience for our clients across a dedicated region/market, and will also be performing activities within the scope of the dbs tower, flagging inefficiencies and developing improvement opportunities.

A job that matters: Your Tasks

• Take responsibility for coaching, training, performance management, employee development, and recruitment within the Customer Care team.
• Ensure team is fully set up, on-boarded, trained and regularly updated with functional knowledge, policies, procedures and process documents.
• Organize employee schedules and deploy staff based on their skills and objectives to ensure optimal staffing and readiness.
• Oversee and guide team members in daily activities, set objectives and quality standards, and ensure service delivery meets SLAs and KPIs. 
• Maintain high customer satisfaction by driving the efficient, accurate, and timely processing and recording of transactions.
• Lead and implement customer-focused initiatives.
• Build, optimize, and improve the customer care process while working closely with internal stakeholders to ensure a smooth, customer-focused experience.
• Analyze and report on all customer service activities, including KPIs such as on-time delivery (OTD), monthly sale performance, and estimation of monthly sales.
• Collaborate closely with Tower Leads and the Head of Commercial to drive automation and digitalization within the team’s commercial processes.

An experience that matters: Your Skills

Language skills:

• Advanced written and spoken German (C1)
• Advanced written and spoken English (C1)

Experience & Skills:

• BSc or MSc in Business Administration or a related field
• 3+ years of experience as a Supervisor or Team Lead in a customer service function.
• Proven ability to lead, motivate, and coach a team effectively.
• Ability to communicate effectively with customers, team members, and other departments.
• Strong problem solving skills.
• Experience dealing with disgruntled customers and applying de-escalation techniques.
• Confident handling of standard end user software, especially MS Office.
• Familiarity with customer service platforms (e.g., CRM software, ticketing systems).
• Experience with Salesforce and/or SAP will be considered an advantage.

A workplace that matters: Our offering

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Attractive remuneration package
• Opportunity for flexibility with a hybrid working model
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 200 BGN Food vouchers
• Public transportation card
• Optional parking space
• Multisport card
• Language training opportunity
• Employee referral program
• Brand new modern office premises in a class A business building
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your professional development