- Leadership, coaching and further development of the Customer Service Team
- Ensuring an excellent customer experience throughout the entire customer journey
- Optimization of service processes, call flows and quality standards
- Responsibility for relevant KPIs such as service level, accessibility, conversion, and customer loyalty
- Development and implementation of training and development measures
- Capacity planning as well as continuous improvement of processes and performance
- Close collaboration with internal stakeholders to implement the business strategy
Your profile
- Completed business administration studies or comparable commercial training
- Several years of experience in customer service or call center environments, ideally with management responsibility
- Strong customer and service orientation
- Experience in managing teams using KPIs
- Analytical and structured approach to work
- Excellent German skills, both spoken and written.
- Proficient use of MS Office and ideally CRM and telephony systems (e.g. HubSpot, Genesys)
This is what you bring with you
- Motivational leadership skills
- Strong communication skills and empathy
- Organizational and implementation strength
- Team spirit, reliability and resilience
Responsibilities
- Leadership, coaching and further development of the Customer Service Team
- Ensuring an excellent customer experience throughout the entire customer journey
- Optimization of service processes, call flows and quality standards
- Responsibility for relevant KPIs such as service level, accessibility, conversion, and customer loyalty
- Development and implementation of training and development measures
- Capacity planning as well as continuous improvement of processes and performance
- Close collaboration with internal stakeholders to implement the business strategy
Your profile
- Completed business administration studies or comparable commercial training
- Several years of experience in customer service or call center environments, ideally with management responsibility
- Strong customer and service orientation
- Experience in managing teams using KPIs
- Analytical and structured approach to work
- Excellent German skills, both spoken and written.
- Proficient use of MS Office and ideally CRM and telephony systems (e.g. HubSpot, Genesys)
This is what you bring with you
- Motivational leadership skills
- Strong communication skills and empathy
- Organizational and implementation strength
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Customer Service Manager in Berlin Arbeitgeber: Y-Axis
Talan ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in Genf eine dynamische und innovative Arbeitsumgebung bietet. Mit einem starken Fokus auf die persönliche und berufliche Weiterentwicklung sowie einer offenen Unternehmenskultur fördert Talan die Zusammenarbeit und den Wissensaustausch. Die Möglichkeit, an spannenden internationalen Projekten zu arbeiten und sich in einem zukunftsorientierten Bereich wie der Cybersicherheit zu engagieren, macht Talan zu einem attraktiven Arbeitsplatz für Fachkräfte.
