Customer Service Manager, OC DE （M/W/D） in Dresden

Core Values of the Position:

Set up customer service foundation, manage local customer service operations on a daily basis, driving industrial leading service KPIs and cost efficiency optimization.

Responsibilities:

• Implement configuration in fulfillment customer service system and suitable customer service management tools according to the standards and KPIs set by COE.
• Monitor and drive the KPI & performance through evaluation system of the local customer service center.
• Standardize customer service daily ticketing process including various work order classification.
• Establish and maintain customer service knowledge database and training standard, including seller manual, training materials, FAQs & etc.
• Build up local customer service center based on business plan and approved budget.
• Formulate and manage the annual budget of the DE customer service center.
• Collaborate with cross-functional departments to improve continuous internal & external customer experience.

Qualifications:

• Over 6 years of experience in the customer service centers in the logistics industry, preferably with e-commerce fulfillment experience.
• Multinational company work and cross-cultural communication experience.
• Good customer center related software operation skills and related resource planning tools.
• Good training, coaching and personnel management experience.
• Fluent oral and written English skills, Mandarin is a plus.
• Strong communication and coordination skills.
• Strong KPI management and project management capabilities.
• Analytical & problem-solving capability.
• Detail focus and excellent teamwork spirit.
• Strong self-driving and creative thinking.

https://bms.empfehlungsbund.de/bewerbungen/start/dmtg/FK-CSM-2023%2F01

or send your CV to the email:

linghui.xiao@work-in-de.de