Job Description
As a Senior Customer Service Manager, you will lead a team of customer service representatives to deliver exceptional service to global customers.
Key Responsibilities:
* Manage the order process for key accounts, including updates with customers and internal contacts.
* Monitor and analyze key performance indicators to drive continuous improvement.
* Resolve escalated customer complaints satisfactorily.
* Implement customer service protocols and procedures for consistent service delivery.
* Coordinate with other departments for seamless customer experiences.
* Develop and implement training programs for the team.
* Contribute to customer service strategies and initiatives.
* Ensure compliance with regulatory standards and company policies.
Requirements
To succeed in this role, you should have:
* 3 years of team leading experience or 5 years in relevant operations expertise.
* Strong leadership skills and ability to motivate a team.
* Excellent communication and interpersonal skills.
* Bilingual English and German (minimum C1 level required).
* A customer-focused approach and strong desire to achieve customer satisfaction.
Benefits
As a member of our team, you will enjoy:
* Hybrid working arrangement.
* Supportive and collaborative work culture.
* Opportunities for continuous professional development and career progression.