Manage customer care processes: Oversee all customer care and service operations within the company, including coordination with external service providers such as call centers.
Ensure SLA compliance: Monitor compliance with contractual service level agreements (SLAs) and continuously track the status of customer inquiries and processing timelines.
Evaluate customer feedback: Analyze customer feedback and implement appropriate measures to enhance customer satisfaction through structured feedback loops.
Define and track service KPIs: Support the definition of key service metrics and regularly monitor their development to optimize service processes, including reducing processing times.
Assess service quality: Contribute to the qualitative evaluation of customer calls and emails to ensure alignment with service policies and high-quality standards.
Monitor customer communications: Closely oversee all customer communication across 1st- and 2nd-level support teams to ensure consistency and responsiveness.
Lead customer care improvement projects: Take ownership of specific projects aimed at improving customer care processes and enhancing the overall customer experience.
Act as cross-functional liaison: Serve as the main point of contact for internal departments and external partners on customer care-related matters.
Educational background: Degree in Business Communication or a related service-oriented field.
Customer service experience: More than 3 years of professional experience in Customer Service, ideally in dynamic and customer-centric environments.
Language proficiency: Fluent in German (C1 level) and English (B2 level), enabling effective communication across diverse teams and customer groups.
Technical proficiency: Strong knowledge of Microsoft Office tools and a very good technical understanding relevant to customer service operations.
Understanding of KPIs: Solid grasp of common call center key performance indicators (KPIs) and their application in service quality monitoring and improvement.
Analytical and conceptual skills: Proven ability to analyze service data and develop actionable concepts to enhance efficiency and customer satisfaction.
Mediation and diplomacy: Skilled in diplomatic communication and conflict resolution to mediate challenging service situations effectively.
Communication excellence: Excellent verbal and written communication skills, with a customer-oriented and solution-driven approach.
Team collaboration: A reliable team player with strong interpersonal skills and a cooperative working style.
Proactive attitude: Demonstrates a hands-on mentality and takes initiative to solve problems and improve processes.
Professional presence: Engaging appearance, confidence, and assertiveness in customer and stakeholder interactions.
Emotional intelligence: High level of emotional awareness and empathy, with the ability to navigate sensitive customer concerns.
System thinking: Strong ability to understand and operate within complex organizational structures and workflows.