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- Aufgaben: Lead our Customer Service team and enhance customer satisfaction through effective management.
- Arbeitgeber: Join ABOUT YOU, a diverse and inclusive fashion company committed to empowerment and innovation.
- Mitarbeitervorteile: Enjoy perks like sports courses, exclusive discounts, free drinks, and a dog-friendly office.
- Warum dieser Job: Be at the forefront of customer care, driving change in a dynamic and supportive environment.
- Gewünschte Qualifikationen: Bring your experience in customer service and strong analytical skills to elevate our processes.
- Andere Informationen: We value diversity and well-being, fostering a culture where everyone can thrive.
Das voraussichtliche Gehalt liegt zwischen 48000 - 84000 € pro Jahr.
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.
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
- Several years of experience in customer service in the call centre or e-commerce environment
- 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
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Head of Customer Service (m/f/d) Arbeitgeber: About You - Collins GmbH & Co. KG
Kontaktperson:
About You - Collins GmbH & Co. KG HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Head of Customer Service (m/f/d)
✨Tip Number 1
Make sure to highlight your experience in managing customer service teams, especially in call center or e-commerce environments. Use specific examples of how you've successfully led teams and improved customer satisfaction.
✨Tip Number 2
Familiarize yourself with the latest trends in customer service technologies and automation processes. Being able to discuss these topics during your interview will show that you are proactive and forward-thinking.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've used KPIs to drive improvements in customer service. Be ready to share specific metrics you've worked with and the impact they had on your previous roles.
✨Tip Number 4
Since collaboration is key in this role, think of examples where you've successfully worked with internal and external partners. Highlight your negotiation skills and how you've managed complex projects to enhance customer service.
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, especially regarding customer service management and e-commerce processes.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service, particularly in call centers or e-commerce. Emphasize your management skills and any experience with KPIs and process optimization.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've improved customer service processes in previous roles.
Highlight Language Skills: Since the role requires very good written and spoken English and fluent German skills, make sure to clearly state your language proficiency in your application documents.
Wie du dich auf ein Vorstellungsgespräch bei About You - Collins GmbH & Co. KG vorbereitest
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll be managing a team. Be prepared to discuss your leadership style and provide examples of how you've successfully led teams in the past. Highlight your experience in coaching and developing team members.
✨Demonstrate Your Analytical Abilities
The role requires strong analytical skills. Be ready to talk about how you've defined, evaluated, and analyzed KPIs in previous positions. Share specific instances where your analytical insights led to improved customer service processes.
✨Familiarize Yourself with Automation Processes
Since the position involves the strategic integration of modern automation processes, research current trends in customer service technology. Discuss any relevant experience you have with automation tools and how they can enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding complex customer service scenarios. Prepare examples of how you've handled escalations or challenging projects, focusing on your proactive approach and recommendations for action.
