Senior Customer Service Specialist - Berlin, Deutschland - N26

N26

Geprüftes Unternehmen

Berlin, Deutschland

vor 1 Stunde

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

About the opportunity:

We are looking for a motivated and reliable person to join the Retention team.

You will be joining an international team working on cancellation processes and involved in many different projects and initiatives improving current procedures and collecting data around customer retention.

In this role, you will:

Process cancellations requests (account closures both user initiated and manual);
Perform premium membership cancellations (downgrades);
Perform payouts post account closure (e.g. customer receives a refund on a closed account);
Analyse root causes behind our customer cancellations;
Increase customer retention by offering alternative paths in their relationship with N26;
Serve as a point of contact in Customer Service for all things cancellation and retention related;
Liaise with other teams and departments to propose improvements and changes to our product/processes;
Serve as a stakeholder for several Project Management processes where Customer Retention is affected;
Document cancellation related processes and share information with all levels of our Customer Service structure;
Liaise with Security and Legal departments for approvals for proposed changes.

What you need to be successful:

Fluent Level German language
Excellent communication skills, verbal and in writing;
Knowledge and experience with the cancellation & the downgrade processes;
An organized way of work and ability to prioritize;
Customercentric and solutionoriented personality;
Responsibility, eagerness to learn and help, being proactive, taking ownership and a "can do" attitude
Adaptability to a constantly changing and fast paced team environment.
Experience with Spreadsheets & SQL is a plus but not essential

What's in it for you:
Accelerate your career growth by joining one of Europe's most talked about disruptors
- .

Full time position in the Retention team (DACH market) working with international, highly engaged peers and having the opportunity to work closer with other departments.
The chance to take more responsibility, help improving our processes and retaining customers
Deeper insight into products.
Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
Vacation days vary depending on your location of work. Additional day of annual leave for each year of service.
A high degree of autonomy and access to cutting edge technologies all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.

Who we are:

N26 has reimagined banking for today's digital world.

Technology and design empower everything we do and it's how we are building the global banking platform the world loves to use.

We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings.

Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.

Founded in 2013, N26 now has more than 8 million customers in 24 markets.

We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status._