Assistant Manager-Back Office-Customer Service

About The Role

• Language Training & Coaching
• Conduct regular German language training sessions (grammar, vocabulary, writing, and speaking) for team members.
• Improve the team's German email communication, focusing on clarity, tone, etiquette, empathy, and professionalism.
• Provide constructive feedback and coaching to develop confident customer communication.
• Communication Quality & Support
• Support the team in handling customer queries and emails with high-quality written German communication.
• Offer consultative guidance on crafting effective and empathetic email responses.
• Assist with translation and interpretation when needed, ensuring contextual accuracy.
• Customer Interaction & Service Recovery
• Handle escalated customer dissatisfaction cases by making outbound calls in German.
• Listen to customer concerns, demonstrate empathy, and ensure corrective actions are communicated clearly.
• Support service recovery by ensuring customers feel heard, respected, and valued.
• Quality Monitoring & Calibration
• Conduct sample audits of agent emails and communications to identify gaps and improvement areas.
• Participate in calibration sessions with quality teams and operations.
• Run mock email exercises and provide coaching to reinforce learning.
  

Requirements

• German Language Certification: C2 (Mandatory) – Goethe, ÖSD, TestDaF, or equivalent.
• Minimum 2 years of experience as a German trainer, language coach, or corporate language specialist.
• Strong understanding of customer service practices, especially in email communication.
• Excellent interpersonal skills with a consultative and empathetic communication style.
• Ability to coach teams, evaluate performance, and provide detailed feedback.
• Comfortable making professional outbound calls to resolve customer dissatisfaction cases.
  

Preferred Skills

• Experience in BPO/Customer Support environment.
• Strong analytical and quality assessment skills.
• Ability to manage multiple training activities simultaneously.
• Passion for teaching, coaching, and developing others.