We are looking for you as our new Team Lead Customer Service (m/f/x). You will play a significant role in maintaining and further developing our approach - happy and fully satisfied customers. While shaping success criteria for high-quality customer contact you will lead our customer service teams dedicated to the 4 different European markets we serve.
- Team management: Coach, inspire and further develop our customer service teams by being a brilliant communicator who cares about continuous development and spreads a positive spirit
- Customer Relationship Management: Develop a deep expertise on our international customers to provide dedicated services that exceed customer expectations
- Operational excellence: Ensure proper execution of all customer service related activities and drive excellence on all channels (telephone, email, chat, tickets, social media)
- Analyses: Monitor and analyze KPIs such as response time, resolution time, customer satisfaction and Net Promoter Score in order to convert analytical insights into concepts and recommendations
- Benchmarking: Stay on top of industry trends, evaluate latest customer service advancements and implement new channels and tools