Bilingual German Customer Service Team Leader

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Team Leader (Bilingual German) working in a hybrid role in Budapest, Hungary, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You’ll Be Doing

The Customer Service Team Leader oversees the daily operations of the Customer Experience (CX) team, driving performance and ensuring exceptional service delivery. In this role, you’ll support key operational initiatives by identifying opportunities for process improvement, analyzing call and escalation trends, addressing workforce gaps, and developing strategic recommendations for senior leadership.

You will also play a critical role in fostering a high-performance team environment by mentoring Customer Service Representatives and ensuring a consistently high level of customer satisfaction. When escalated issues arise, you’ll provide real-time support and guidance—stepping in directly when needed—to ensure timely, effective resolutions and a positive customer experience.

During a Typical Day, You’ll

• Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and exceptional service.
• Monitor service levels, call flows, and schedule adherence; identify and act on opportunities for improvement.
• Handle escalated customer issues, providing guidance or direct resolution as needed.
• Partner with internal teams and business stakeholders to support program updates, system enhancements, and process improvements.
• Oversee onboarding, training, performance reviews, and employee engagement initiatives.
• Analyze trends, generate reports, and collaborate on operational strategies with senior leadership.
• Support technology initiatives through system testing, feedback, and issue resolution.
• Ensure team compliance with company policies and promote a positive, customer-focused work environment.

What You Bring to the Role

• Proven leadership experience in a Customer Service Call Center environment.
• Fluency in German language (written and spoken); English proficiency is a strong plus.
• Strong communication, interpersonal, and team motivation skills.
• Skilled in time management, organization, and task prioritization.
• Confident decision-maker with excellent problem-solving abilities.
• Comfortable working in a fast-paced environment with minimal supervision.
• Technically proficient with strong computer and multitasking skills.
• Adaptable leader with the ability to coach, delegate, and drive performance.
• Experienced in facilitating meetings, delivering presentations, and leading through change.

What You Can Expect

• Salary of HUF 492 976 (HUF 5 915 712 per year)
• Equipment to be provided (laptop, monitor, keyboard/mouse, and headset)
• Vacation Days (20 Statutory Days + Age-Related Benefits of 1–10 days)
• Structured, comprehensive onboarding through training, coaching, and regular feedback
• Training and Development Programs (Percepta College)
• Our Award-winning Employee Rewards Program (Perci Perks)
• And much more!

A Bit More About Your Role

• Location: Ford Central & Eastern Europe, Váci Greens Office Building, Building D, 6th Floor, 1138 Budapest, Váci út 121-127, Hungary
• Full-Time (40 Hours) / Hybrid Work Arrangement (2 days in office/3 days from home)
• Monday through Friday – 8:00 AM to 4:00 PM or 9:00 AM to 5:00 PM
• 6-Week Training Period – 4 weeks of intensive on-site training, followed by 2 weeks of advanced training

About Percepta

Established in 2000 as a joint venture between TTEC & Ford Motor Company, Percepta specializes in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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