Head of Customer Care Dach - Hamburg, Deutschland - EVIDENT Europe GmbH

EVIDENT Europe GmbH

Geprüftes Unternehmen

Hamburg, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

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