Customer Service Team Lead Emea - Hamburg, Deutschland - SevenCs GmbH

SevenCs GmbH

Geprüftes Unternehmen

Hamburg, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

ChartWorld was established in 2002 with the desire to make commercial shipping safer and more

efficient. The main areas of activity include the development of concepts for optimized digital route

and voyage planning, the equipping of ships with digital navigation systems and charts as well as

the installation of supplementary software products.

Today, ChartWorld is the market leader for ECDIS as a service, and a driver of digital navigation and

automated voyage planning tools. The company operates with more than 150 staff working in

offices in Germany, Singapore, Cyprus, Canada and Japan.

We would like to strengthen our Customer Service team in Hamburg and are looking for you as a

Customer Service Team lead EMEA (M/F/d)

Your Tasks:
In the role of Customer Services Team lead EMEA you are responsible for a smooth and efficient

operation of the 1st level Customer Support Team to maintain an excellent customers' satisfaction.

You work independently and have direct contact with customers, mostly for escalated and complex problems.

You will be the first point of contact for the team members when challenges occur and to connect with other

departments to create solutions. You will also be responsible for arranging presentations for internal training

as well as for customer visits in relations to Customer Services.

As a Team leader we expect you to manage and continuously train the EMEA Customer Support team based

in several European locations. You are a hands-on manager who stimulates the team to come up with reliable

and clear information and conclusions and is available to his/her/its team in case of emergencies. You will

report to the CS & QM Director and find it natural to act as a good citizen and ambassador of the organization,

who treats colleagues as well as customers with integrity and respect.

Managing and resolving escalated complaints/ problems and initiating ideas how to prevent repetition
Signalizing new questions / remarks from customers and addressing it to the CS & QM Director
Maintaining direct contact with customers
Monitoring and when needed managing the Customer Services queue
Identifying, analysing and providing solutions for structural problems
Arranging presentations for internal training as well as for customer visits in relations to Customer

Services.

Managing Onhold order processing and PAYS reporting
Chart Sales & quotations for existing customers
Utilizing analytics to identify customer trends, behaviour and characteristics and report or make

recommendations to the Sales department and/or R&D

Your Profile:
Somebody who strongly believes in solutions and improvements, is service-oriented and does not shy away

from diving into data analytics.

Excellent knowledge of English both spoken and in writing
Experience in customer service and having organizational and managerial abilities.
Experience in marine industry an advantage working knowledge of ECDIS an advantage
Excellent social skills to interact effectively with customers
Excellent verbal, written and electronic communication skills
Experience with salesforce CRM software is an extra plus.
Good presentation skills
Being stress tolerant, performing steadily and effectively under time pressure.

Our Offer:
We offer flexible working hours, a modern office in one of the most attractive locations of the city

and innovative 'Work From Home' concepts. Become part of a highly motivated team in an

international environment that promotes wealth of ideas and reward initiative and dedication.

ChartWorld GmbH,

Zirkusweg 1

20359 Hamburg