Customer Service Prozessmanager
vor 4 Wochen
Du bist ein Teil der Energiewende, indem du unsere Sales- und Serviceprozesse clever, effizient und datenschutzrechtlich, unter Berücksichtigung des Kunden-Intents, denkst. Dabei erwarten dich folgende Aufgaben:
Du analysierst Kund:innenvorfälle aus verschiedenen Quellen, wie z. B. CRM-Systemen, Umfragen oder Support-Ticket, um technisch organisatorische Maßnahmen abzuleiten
Du erstellst aussagekräftige Berichte, Dashboards und Präsentationen, um die gewonnenen Erkenntnisse zu kommunizieren und Entscheidungsträger:innen dabei zu unterstützen, fundierte Geschäftsentscheidungen zu treffen
Du formulierst die Anforderung für die technische Umsetzung dieser Prozesse und begleitest und steuerst diese vom Whiteboard bis zur Anwendung. Dabei legst du besonderen Wert auf die Messbarkeit unserer wichtigsten Kennzahlen
Du arbeitest in crossfunktionalen Projekten mit „End-2-End“ Ansatz, um unseren Kund:innen ein optimales Erlebnis und unseren Anwender:innen eine kinderleichte Bedienung zu garantieren
Du berätst bei operativen Fragestellungen zur Gestaltung und Implementierung neu ausgerichteter Geschäftsprozesse
Du nutzt deine Expertise, um deine Kolleg:innen bei der Anwendung der Prozesse bestmöglich zu unterstützen - ihr Feedback ist deine Motivation
Abgeschlossenes Studium der Fachrichtung Wirtschaftswissenschaften oder vergleichbar
Erfahrung und Lust auf eigenverantwortliches Arbeiten in agilen Teams, idealerweise verbunden mit Erfahrung als (Teil-) Projektleiter/-in
Einschlägige Berufserfahrung im energiewirtschaftlichen Kundenservice oder vergleichbarem Umfeld
Umfangreiche Kenntnisse in der DSGVO
Gute Problemlösungskompetenz, interdisziplinäres Denkvermögen und starke kommunikative Fähigkeiten
Kenntnisse in Office 365, sowie idealerweise SAP CRM/ IS-U, Salesforce CRM, Powercloud
Sehr gute Deutsch- (mind. B2) und Englischkenntnisse (B1) in Wort und Schrift
Ein innovatives Umfeld zur Gestaltung einer nachhaltigen Energiewelt von Morgen
Flexible Arbeitszeiten und hybrides Arbeitsmodell zur Förderung der Work-Life-Balance
Möglichkeiten für Workation im europäischen Ausland, Sabbatical oder zusätzliche Urlaubstage
Ein agiles Arbeitsumfeld mit interdisziplinärer Zusammenarbeit, flachen Hierarchien und Du-Kultur
Vielfältige Lern- & Weiterbildungsangebote, Förderprogramme und Entwicklungsmöglichkeiten im Konzern
Attraktive finanzielle Zusatzleistungen, z.B. betriebliche Altersvorsorge und vermögenswirksame Leistungen
Zahlreiche Vergünstigungen, z.B. Mitarbeiteraktienprogramm, E.ON Leasing Bike/Car, EGYM Wellpass, Ferienwohnungen, Mitarbeiterrabatte bei bekannten Marken und Anbietern
Inklusion
Uns ist wichtig, Menschen mit Behinderung ein faires Bewerbungsverfahren zu ermöglichen, in dem sie ihr Bestes zeigen können. Daher wird unsere Schwerbehindertenvertretung frühzeitig in das Verfahren einbezogen. Bitte teile uns über das Bewerbungsformular mit, ob du technische oder organisatorische Anpassungen für das Bewerbungsverfahren benötigst. Wir stellen diese gern zur Verfügung.
Wenn es dir nicht möglich ist, dich online zu bewerben und du stattdessen mit jemandem sprechen möchtest, kontaktiere bitte deinen lokalen Recruiter.
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