Our partner is the leading European marketplace for refurbished tech devices.
Their core mission: reducing e-waste! ❤
: Berlin, Germany – : €48K - 60K – : 1st March 2021
In your position as Customer Service Project Manager, you are in charge of turning customers' feedback into action.
On a daily basis, you analyse feedback on the website and develop solutions to fix the customer experience.
- Build strong relationships with the Technology team to work hand in hand with them
- Gather Customer Care feedback to make sure you keep capturing the customers' voice and address projects in the right priority order
- Find smart and efficient ways to report blockers to the Customer Care team
- Understand complex and deep-dive analysis and turn it into long and short term oriented actions
- Find the right balance between short term quick wins and long term key foundation projects
- Select, implement and run specific tools for the German market (chat, phone, chatbot, etc.)
- Analyse performance and drive specific action plans
- Adapt template messages to the German market
- Benchmark competition and look for the market's best practices
The Talents You Need
- Language skills: native level in German and professional English
- 5+ years of experience with a proven track record of operational project management, driving high impact projects to completion
- Experience in best-in-class customer service organizations
- Strong knowledge of the e-commerce industry and high customer experience expectations
- Experience working in a startup hyper-growth environment
- solution-oriented focused on quick results and lean approach
- a data-driven person: you know how to define and track KPIs
- a fantastic team player, thriving in an international environment
Nice to Have Experience
- in Customer Care
- in Process optimization
- working in a market place or consulting
- Are you ready to join this dynamic team and contribute your part to saving the environment? Or just share this offer with a friend whom you think is the perfect fit
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