Head of Customer Care Dach - Hamburg, Deutschland - EVIDENT Europe GmbH
Beschreibung
We are currently hiring a Head of Customer Care DACH (M/F/d) for our team in the DACH region.Tasks
As Head of Customer Care DACH you will:
- Have the strategic and operational responsibility for the Customer Care team of Evident in DACH
- You will be the disciplinary and functional lead of 15 team members of respective local customer care teams (Sales & Service)
- You will take care of the team setup, roles and responsibilities, as well as operational routines and processes in line with our Evident EMEA process blueprints
- You will take over the operational responsibility for our customer front office and administration for sales & service requests
- You will plan the operational priorities in the customer care team based on business requirements
- You will be in charge of customer and sales satisfaction at responsible contact channels
- You will lead project initiatives to improve the service levels as well as set up and process efficiency
- You will make sure to qualify and continuously develop the team members with focus on product knowledge, system and process expertise and communication skills
- You collaborate with the Heads of Customer Care of other EMEA regions, the Sales Managers for respective countries and the Managers Sales Support & Supply Chain as well as our Service Providers and Technicians
Requirements:
- A true manager heart and a "problem solver" as much as a visionary, you are passionate about customer relations
- Bachelor ́s Degree together with demonstrated operations, six sigma or lean management experience
- Proven experience building and nurturing client relationships
- Your state of mind: A strong team spirit. Transmit your knowhow to a young team in full development and eager for knowledge
- Responsiveness and composure to support your teams and respond to our customers in a seasonal activity sensitive to current issues
- Strong organizational skills: You will interact with all key departments of the company to carry the voice of the customer
- Leadership, you know how to carry your projects and give them the necessary resonance at different levels of the organization, from your team to top management
- A strong capacity for analysis, strength of proposals and strategic excellence are the essential qualities to successfully manage a central department
- Knowledge of compliance and fraud issues would be a big plus
- You have been able to develop customer service from its aftersales service function to real center of expertise
- You know how to manage crisis situations and take up the challenge of ereputation
- Experience of employee management and development
- You have at least 5/6 years of experience as Head of Customer Care or customer service or Customer success (B to B)
- Experience working in an international context within a large organization is desirable
- Advanced level of English language written and oral
- Additional languages are an asset, especially French, German, Italian or Spanish
Benefits:
- Flexible working hours, incl. mobile work
- 30 days of holiday time each year
- 13,5 salaries a year
- Regular training courses
- Extensive company pension scheme
- Preventive healthcare and free beverages
- Joint company events and activities
- Interesting, diversified field of activity in an international working environment
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