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DESCRIPTION
Join a global leader in premium concierge and loyalty services, supporting exclusive cardholders with high-touch, personalised assistance. As a German-speaking Concierge Team Lead, you’ll guide a newly built team delivering exceptional lifestyle, travel, and event support through phone, email, and messaging channels. This role is ideal for someone who thrives in a refined service environment, enjoys problem-solving, and can coach others to deliver a consistently outstanding client experience.
Your Responsibilities
- Lead, coach, and develop a team of German-speaking Concierge Advisors.
- Monitor performance, service quality, and customer satisfaction across all channels.
- Support complex or escalated client requests, ensuring a proactive and solution-driven approach.
- Coordinate daily operations, including workload distribution and adherence to service standards.
- Foster a culture of reliability, discretion, and high-end customer care.
- Ensure accurate handling of requests within the ticketing system.
- Collaborate with management to refine processes and maintain excellence in a newly established team.
REQUIREMENTS
Your Profile
- Native-level German, with excellent written and spoken communication.
- French is a plus.
- Previous experience in team leadership or senior advisor roles, ideally in luxury service, hospitality, travel, concierge, or customer care.
- Strong organisational skills and the ability to manage complex requests.
- Empathy, adaptability, and a genuine passion for service.
- Comfortable working in a dynamic environment and guiding a team through ramp-up phases.
- Based in Lisbon or willing to relocate (no relocation offered)