Description
You will be responsible for leading our customer care team, ensuring excellent customer experience from initial contact to final resolution. Your key responsibilities will include:
Leading, motivating and developing a team of customer care professionals Ensuring a high level of customer satisfaction through excellent communication and problem-solving skills Monitoring and controlling daily operations and relevant KPIs and SLAs Managing escalations and key account relationships with a focus on transparent and solution-oriented communication Handling order management, including order intake, term monitoring, and coordination with logistics, service and internal interfaces Continuously optimising processes along the customer journey, including digitalisation and efficiency improvements Collaborating closely with sales, technical, product management and finance teams Providing operational support in the day-to-day business, particularly for complex issues
To succeed in this role, you will need:
A degree or equivalent qualification, preferably in a technical, commercial or operational field Leadership experience or a clear leadership personality from an operational background (customer care, service, logistics, order processing, production etc.) High customer orientation, excellent communication and problem-solving skills Enjoyment of organising, developing and shaping operational teams and processes Proficiency in basic metrics (KPIs, SLAs) and digital tools Good German and English language skills
We offer:
Flexible working hours, flexible working time and the possibility to work remotely Working in an independent business unit with flat hierarchies, integrated into the infrastructure of a global corporation Open, development-oriented teams and a culture of feedback 30 days' holiday, attractive employee discounts and a free parking space with charging points for electric vehicles and e-bikes Urban Sports Club membership and JobRad If this sounds like you, please apply now and join our team!