SENIOR CENTRAL RESERVATIONS AGENT - GERMAN LEAD

Location: Gurgaon, India

Work Mode: Work from Office

Department: Revenue Management

Experience Level: Senior

Salary: ₹12,00,000 – ₹14,00,000 per year

Language Requirement: German (C1/C2) and English

ABOUT THE ROLE

Our client is seeking a Senior Central Reservations Agent - German Lead to spearhead customer contact operations for German-speaking markets. This role involves leading a team of customer service agents, ensuring exceptional service delivery, and optimizing processes to meet high service standards.

RESPONSIBILITIES

- Lead, mentor, and manage a team of German-speaking customer contact agents, fostering a high-performance culture.
- Oversee daily operations of the German customer contact center, ensuring adherence to service level agreements and quality standards.
- Develop and implement training programs for new and existing agents, focusing on German language proficiency, product knowledge, and customer service best practices.
- Monitor team performance through regular quality checks, call reviews, and performance metrics, providing constructive feedback and coaching.
- Handle escalated customer inquiries and complex issues, resolving them effectively and ensuring customer satisfaction.
- Collaborate with other departments to streamline customer service processes and improve the overall customer experience.




- Analyze customer feedback and operational data to identify trends, propose solutions, and contribute to continuous improvement initiatives.
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.
- Ensure compliance with all company policies, procedures, and relevant industry regulations.
- Act as the primary point of contact for all German-speaking customer service-related matters.

REQUIREMENTS

- Fluency in German (C1/C2 level) and English, written and spoken.
- Minimum of 5 years of experience in a customer contact center setting, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating a team to achieve performance targets.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and translate insights into actionable strategies.
- Proficiency in using CRM software and other customer service tools.
- Demonstrated ability to work effectively in a fast-paced and dynamic environment.

NICE TO HAVE

- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience in the manufacturing or automotive industry.
- Familiarity with quality assurance methodologies in a call center setting.
- Project management experience.

📌 SENIOR CENTRAL RESERVATIONS AGENT - GERMAN LEAD (Gurugram)
🏢 AQUBT
📍 Gurugram