Senior Customer Relations Lead, PSA (Frankfurt, Germany)

Position Overview Senior Customer Relations Lead – Frankfurt We are seeking a Senior Customer Relations Lead to assist in leading and mentoring the team in our Customer Resource Center (CRC) in Frankfurt. The role operates cross‑functionally and cross‑collaboratively with other Operations departments. What You'll Do Manage turnaround times in the Customer Response Center and ensure requests meet the required time frames. Assist CRC team members with all queries and improve CRC responses. Create policies and procedures for the CRC team. Collaborate with IT to develop efficiency features for the CRC portal. Assistance with label correction, research and damage review responses. Track resolutions in a timely manner throughout Operations. Support the Claims department with damage reviews and resolve issues over the phone and email. Educate customers on company procedures and policies. Who You Are 5+ years of customer service experience. Associate’s Degree or equivalent preferred. Ability to read and comprehend instructions, correspondence and memos; strong written communication. Fluency in written and spoken Spanish is a plus. Multi‑tasking, problem‑solving and tracking multiple customer issues concurrently. Ability to maintain CRC turnaround times. Familiarity with PSA standards, values, services and procedures. Clear, professional oral and written communication skills in positive and negative situations. Ability to diffuse conflict, maintain confidentiality, listen without interrupting, manage emotions, remain open to ideas and try new things. Manage difficult or emotional customer situations while responding promptly, soliciting feedback and meeting commitments. Salary Range €59,669.25 – €68,619.64 (variable based on factors such as location, level, experience and skill set). Reasons to Join Us Opportunity to contribute to the launch of PSA in the EU. Dynamic, collaborative international team. Organization dedicated to supporting collectors. Competitive salary and benefits. Additional Information Onsite requirement: Office 5 days per week in Frankfurt. #J-18808-Ljbffr Collectors Universe (Germany) Limited