From beginner to team lead: your path in customer service

Many people see customer service as a stopgap job. At krejton it is a profession with clear levels. You start as a beginner, even without experience, and can go all the way to team lead. Here you can read what each level asks of you, what you learn there and what helps you along the way.

Four levels instead of a dead end

At krejton there are four levels: Beginner, Pro, Senior and Team lead. Each level has clear tasks, and your salary goes up with each level. We discuss the exact amount in the first phone call, because it depends on language, level and position.

The first step has a fixed rule: after six months of good quality you become a Pro. You discuss the next steps with your team lead. What counts most is the quality of your conversations.

What you can do and learn at each level

1. Beginner: settle in and gain confidenceYou learn the products, the systems and the call guide of your project. A fixed mentor supports you in the first weeks. You start with simple requests and ask when you are unsure. That is explicitly welcome.
2. Pro: work independentlyAfter six months of good quality you solve most requests on your own. You know the typical questions, find solutions faster and write clear notes for your team. Now you learn to stay calm and friendly even when many calls come in.
3. Senior: tough cases and new peopleAs a Senior you take the conversations others pass on: complaints, angry customers, tricky cases. You train new colleagues and give them feedback. You learn to explain knowledge instead of only applying it.
4. Team lead: responsibility for peopleYou lead your own team of up to twelve people. You listen in on calls, give feedback, help with difficult cases and keep an eye on quality in the team. You learn to lead people and read key figures without losing touch with everyday work on the phone.

Paid training before your first conversation

Nobody throws you in at the deep end. Before your first real conversation you are trained, and this time is paid working time. You learn together with your team.

The training covers three things: the customer’s product or service, the systems you work in, and the way you speak and write. On top of that there are practice calls where you play through typical situations before they really happen.

Learning does not stop later either. Your team lead gives you regular feedback, and every level brings new tasks. Many positions need no experience. Jobs marked “No experience” are meant for career changers.

How languages speed up your path

At krejton you work for companies from Germany, Austria, Switzerland and Italy. That makes your languages your most important tool. Phone jobs usually need C1, for email and back office B2 is often enough.

If you improve your level, you have more options. With B2 you might start in written customer service, with C1 phone jobs also become possible. If you speak two foreign languages well, for example German and Italian, you can work on more projects and handle tough cases in both languages. That is exactly what the higher levels need.

That is why language courses are one of the benefits at krejton. Use them. Every hour you put into your language makes your workday easier and brings you closer to the next level.