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- Aufgaben: Lead a dynamic customer service team and enhance our service processes.
- Arbeitgeber: Join one of Europe's fastest-growing e-commerce companies.
- Mitarbeitervorteile: Enjoy discounts, fitness perks, and a flexible work environment.
- Warum dieser Job: Elevate customer satisfaction while collaborating with international partners.
- Gewünschte Qualifikationen: Experience in customer service and strong analytical skills required.
- Andere Informationen: Work in a modern office near Hamburg City Hall with an international team.
Das voraussichtliche Gehalt liegt zwischen 54000 - 84000 € pro Jahr.
Company Description
As the first point of contact for our customers, our Customer Service team is at the heart of customer care and satisfaction. The team is responsible for managing our external call centers and works on the continuous development of our service.
As Head of Customer Service (m/f/d) , you will have the opportunity to take the department to a new level with your expertise. You will also be responsible for the further development of our communication processes, in which you will co-operate with various internal and external partners.
Job Description
Responsibilities
- Management responsibility for a team of customer service experts and project managers
- Coordination and further development of our external call center
- Managing, monitoring and further developing existing customer service processes in order to guarantee the best possible customer service
- Defining, evaluating and analysing relevant KPIs and optimising our internal reporting and controlling system in Customer Service
- Strategic integration and further development of modern automation processes
- Internal & external escalation management and proactive derivation of relevant recommendations for action
- Close collaboration with national and international cooperation partners
- Contract and condition negotiations with service providers
- Complex and challenging projects along the entire order, returns and complaints processes
Requirements
- Completed studies
- Several years of experience in customer service in the call centre or e-commerce environment
- Extensive management experience
- Good knowledge of customer service & e-commerce processes and technologies
- Very good knowledge of MS Office
- Very good written and spoken English skills, fluent German skills
- High degree of initiative, assertiveness and sense of responsibility
- Strong analytical skills and a structured way of working
Benefits
- Be part of one of the fastest growing e-commerce companies in Europe
- Flexible working hours
- Company pension scheme
- 40% discount in our online shop
- Organic fruit and drinks
- Free language courses (German & English)
- Free sports programmes (football, volleyball, yoga) & fitness benefits
- Mobility allowance
- Free choice of hardware and operating system (Mac, Windows, Linux) also for private use
- Modern office close to Hamburg City Hall
- International team
- Agile working environment and cross-functional teams
- Dogs allowed
- Further training programmes
#J-18808-Ljbffr
Head of Customer Service (m/f/d) Arbeitgeber: ABOUT YOU GmbH
Kontaktperson:
ABOUT YOU GmbH HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Head of Customer Service (m/f/d)
✨Tip Number 1
Showcase your leadership skills by discussing specific examples of how you've successfully managed teams in the past. Highlight any experience you have with training and developing customer service experts, as this is crucial for the Head of Customer Service role.
✨Tip Number 2
Familiarize yourself with the latest trends in customer service technology and automation processes. Being able to discuss how you've implemented or improved these technologies in previous roles will demonstrate your forward-thinking approach.
✨Tip Number 3
Prepare to discuss your experience with KPIs and reporting systems. Be ready to share how you've used data to drive decisions and improve customer service processes, as this will be a key part of your responsibilities.
✨Tip Number 4
Network with professionals in the e-commerce and customer service sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals, which can be beneficial when applying for the Head of Customer Service position.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Head of Customer Service (m/f/d)
Tipps für deine Bewerbung 🫡
Understand the Role: Make sure to thoroughly read the job description for the Head of Customer Service position. Understand the key responsibilities and requirements, and think about how your experience aligns with them.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service management, especially in call centers or e-commerce. Emphasize your leadership skills and any specific achievements related to process improvement and KPI management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your strategic vision for the role. Mention specific examples of how you've successfully managed teams and improved customer service processes in the past.
Highlight Language Skills: Since the job requires very good written and spoken English and fluent German skills, make sure to clearly state your language proficiency in your application. If possible, provide examples of how you've used these skills in a professional context.
Wie du dich auf ein Vorstellungsgespräch bei ABOUT YOU GmbH vorbereitest
✨Showcase Your Leadership Skills
As a candidate for the Head of Customer Service position, it's crucial to demonstrate your leadership experience. Share specific examples of how you've successfully managed teams and improved customer service processes in previous roles.
✨Highlight Your Analytical Abilities
The role requires strong analytical skills. Be prepared to discuss how you've defined, evaluated, and optimized KPIs in past positions. Use data-driven examples to illustrate your impact on customer service performance.
✨Demonstrate Your Knowledge of E-commerce
Since the job is in an e-commerce environment, make sure to highlight your understanding of customer service and e-commerce processes. Discuss any relevant technologies you've worked with and how they can enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalations. Think of examples where you've successfully navigated complex customer issues or negotiations with service providers.
