International Customer Experience Manager- (For Top Tech Refurbishing Company) – Job in Paris, France

    Next Station Published: February 18, 2021
    Location
    Frankfurt, Germany
    Job Type

    Description

    Our partner is the leading European marketplace for refurbished tech devices.

    Their core mission: reducing e-waste! ❤

    : Berlin, Germany – : €48K - 60K – : 1st March 2021

    Job Description

    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.

    Your Challenges

    • 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

    You are...

    • solution-oriented focused on quick results and lean approach
    • 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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