International Customer Experience Manager

Published: February 18, 2021
Location
Frankfurt, Germany
Job Type
Full-Time
Category
Marketing, PR & Sales

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

• a 

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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