You lead a Customer Care team, focusing on optimizing service processes and monitoring performance. Your role involves collaborating with key clients and internal teams to ensure smooth operations and successful onboarding.
Anforderungen
- •Several years of experience in Customer Care
- •Leadership experience in Customer Care
- •Knowledge of customer service performance indicators
- •Strong understanding of technical topics in Customer Care
- •Experience with Sales-related Customer Care activities is a plus
- •Strong customer focus and clear communication
- •Willingness to travel and valid driver's licence
- •Excellent German (C2) and good English (B2/C1)
Deine Aufgaben
- •Organize and lead a Customer Care team.
- •Validate and optimize customer service processes.
- •Monitor customer service KPIs and manage the team.
- •Act as the main contact for key clients.
- •Collaborate with internal departments and external partners.
- •Ensure successful onboarding of important clients.
- •Support rollout of new products and processes.
Deine Vorteile
Meaningful job impact
Great multicultural culture
Empowering inclusive environment
Original Beschreibung
# Teamlead B2B Customer Experience & Care Österreich
**Vienna** | **Full time** | **Hybrid**
Employee Contract type:
Permanent Regular
Job Description:
You are part of the CX Leadership team for Germany and Austria. You engage with major and high-profile B2B clients both in the private sector and public institutions. You operate within a global, well-established corporation offering significant opportunities for growth and development.
What you'll be doing:
You organize and lead a Customer Care team of around 10 people based in Vienna.
You are responsible for validating and continuously optimizing our customer service process.
You monitor key customer service KPIs and use them to manage the team and ensure service targets are met.
You act as the main point of contact for designated key clients and work closely with internal departments and external partners to ensure smooth day-to-day operations.
As part of our Customer Success management efforts, you ensure the successful onboarding of important clients.
You serve as the first point of contact for other departments within the organization to support the rollout of new products, processes and tools.
🌟 You’re a match
You have several years of experience in Customer Care or Customer Service (including B2B).
You have leadership experience in Customer Care.
You know how to read and understand customer service performance indicators. You use key metrics to help guide the team.
You have a strong understanding of technical topics and infrastructure in Customer Care (Salesforce or Genesys).
Experience with Sales-related Customer Care activities is a plus.
You have a strong customer focus, communicate clearly and appropriately for your audience, work in a structured and goal-oriented manner.
You are willing to travel and you hold a valid driver's licence.
You speak excellent German (C2) and good English (B2/C1)
🏅 Your team
Carsten, Katharina, Michael, Medina, Kornelia, Sandra, Selina, Hubert & Laura
📍 Your location
Vienna
☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive workplace where all abilities are celebrated, and equal learning and growing opportunities are a given.