Customer Relationship and Services Manager (m/w)

Currently we are searching for a Customer Relationship and Services Manager (m/w)

Your tasks:
+ Define service levels for all channels through which the brand delivers customer service and ensure they are fulfilled
+ managing quantitative and qualitative key performance indicators and metrics
+ check regularly service quality by listening in, mystery calls or similar
+ oversee, prepare and deliver training and information needs or skills, internally and externally
+ propose improvement on customer policy and its tools
+ supervise process flows within all customer service channels including social media

+ Project Management
+ Customer communication and information
+ Complaint management
+ Budget & team management

+ Proven track record in a similar role, including direct leadership experience in an international customer service environment
+ Managing experience, especially with relation to change management
+ Strong understanding of the internal environment (organization, culture, internal politics and governance, etc.)
+ Customer oriented
+ Conflict management and negotiation
+ High professionalism, and good verbal, written, listening and speaking skills in English AND German
+ Positive attitude, good team player, and high work ethic

Auslastung 80-100% on site

Please forward us your current CV as well as your hourly rate.