With BFS for 14 years: Team leader Carmen introduces herself
06. Jun 2023
Customer focus is the key to success in today's business world. In order to guarantee this, team leaders in customer service are needed to act as a link between employees and clients, always keeping an eye on the essentials. In this blog post, you can find out what tasks and challenges a team leader faces on a daily basis and what further training opportunities are available when working in Customer Service.
Carmen started working as a Customer Service Agent at Baur Fulfillment Solutions (BFS for short) in 2008. Seven years later, she became team leader and has been working in this position with heart and passion ever since. You can find out more about Carmen's work as a team leader in this interview:
Would you please introduce yourself?
Hello, my name is Carmen and I have been working at Baur Fulfillment Solutions for more than 14 years.
What was your career like at BFS and when did you become a team leader?
I started as a customer service agent at BFS in 2008 and was initially able to learn the tools of the trade (especially how to communicate perfectly with our customers) in the BAUR project. I then specialized and worked in order verification, which I really enjoyed.
In the meantime, I moved to Neustadt near Coburg and became team leader in an outbound project there in 2015. That was a completely different way of working, as employee motivation was very important here. I have fond memories of one or two meetings that we still laugh about together today. Now I'm working on an inbound project again, I have great colleagues and, above all, a great team.
What are your tasks as a team leader?
A lot - basically everything to do with my employees. For example, I conduct feedback meetings, coaching sessions and workshops to ensure quality. I also take care of vacation planning, which is also particularly important for the employees.
A team leader always tries to optimize workflows and processes. That's why it's great that we work very closely with our client. We are therefore the link between our employees - i.e. the base - and our client. Insights and new ideas are therefore analyzed and implemented together.
What challenges do you face as a team leader?
With all the exciting topics, it's not always easy to keep track of everything and recognize the essentials. Often it's just little things like a kind word to motivate the employee again. But not forgetting this in the turbulent day-to-day business is quite a challenge.
In Customer Service, you have the option of working from home. As a team leader, how do you manage to stay in touch with your employees despite working from home?
I already worked with some of the employees when I was in the office. However, some also joined my team during the home office period. In our monthly team meetings, we mainly strengthen relationships within the team. In contrast, the relationship between me and my employees is strengthened and deepened in one-to-one meetings, coaching sessions and feedback meetings. So far, this has worked very well despite the distance in the home office.
What skills should you have if you are interested in working in Customer Service?
Enthusiasm, smart communication, a high level of comprehension, polite manners and empathy are important skills when working as a Customer Service Agent. You should also be fit on a PC, i.e. be able to solve minor technical challenges yourself. A certain degree of stress resistance, flexibility and patience is also required.
Are there further training opportunities in Customer Service?
First of all, you can train and specialize in the project with us. For example, we have a back office and competence team. Then, of course, there are numerous online courses such as MS Office or English. So there really are no limits here.
If an employee has the skills to be a manager, he/she can apply for the talent pool. This can be done on their own initiative or on the recommendation of a manager. The talent pool is used to develop employees from within the company.
Thanks for the interview Carmen! Have you enjoyed Carmen's impressions so far? Then you'll definitely like this short video. Here you can watch Carmen in her daily tasks as team leader and see what working from home and in the office looks like:
Are you interested in working as a team leader and would like to find out more? Then take a look here!
0Noch keine Kommentare
Die mit einem Sternchen (*) gekennzeichneten Felder sind Pflichtfelder. Bitte fülle diese aus, um deine Kommentare erfolgreich abgeben zu können.
Welcome to the JobsBlog of the BAUR Group! My name is Sybille and I'm a working student in the HR Marketing department. Alongside my colleague, I also write blog posts from time to time.
Enjoy reading!