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Trusted Shops SE (DE)
2mo ago

Director Customer Care(m/w/x)

Köln
Full-timeWith Home OfficeSenior
AI/ML

Description

In this role, you will lead a team dedicated to delivering exceptional customer care, focusing on key performance indicators and continuously improving service standards. Your day-to-day responsibilities will involve collaborating across departments to enhance efficiency and prevent fraud.

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Requirements

  • •Degree in Business, Communication, or equivalent professional experience
  • •5+ years of leadership experience in service/customer care, ideally in e-commerce or similar fast-paced B2B/B2C environments
  • •Proven success in optimizing service KPIs and processes, especially in omnichannel setups
  • •Confident with service tech and automation tools, CRM/ticketing experience required, ideally Zendesk or Salesforce
  • •Proactive, solutions-driven leadership style with strong communication and organizational skills
  • •Excellent English skills, German is a plus

Education

Bachelor's degree

Work Experience

5 years

Tasks

  • •Lead and develop three Customer Care Team Leads
  • •Own key customer service KPIs like AHT, SLA, and CSAT
  • •Ensure excellent service quality from Buyer Protection to Reviews
  • •Evolve service standards with a focus on customer centricity and efficiency
  • •Monitor and optimize relevant KPIs, including refunds and review processes
  • •Co-create automation and AI strategies to enhance service quality
  • •Establish secure processes to prevent consumer fraud within Operations
  • •Collaborate with Operations, Product, Controlling, Sales, and Finance

Tools & Technologies

ZendeskSalesforce

Languages

English – Business Fluent

German – Basic

Benefits

Flexible Working

  • •Hybrid work

Workation & Sabbatical

  • •Workation option

More Vacation Days

  • •3.5 extra days off

Mentorship & Coaching

  • •Buddy program

Learning & Development

  • •Personal development opportunities

Team Events

  • •Team events

Healthcare & Fitness

  • •Health pass
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Trusted Shops SE (DE) and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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