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.

• →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.