Customer Service Specialist
vor 4 Monaten
AIR (Advanced Inhalation Rituals) Greater Munich Metropolitan Area (Hybrid)
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- Do you feel attracted by a multinational organization in which you can see your direct contribution to the success of the company? Do you like to work autonomously and flexibly on your tasks? Are you looking for a work environment and tasks which grow with you? Are you looking for a competitive pay for your work?_
- Then, please, read on _
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- AIR is an industry leader known for advanced inhalation solutions. At AIR, our aim is to bring customer-centric, innovation-led and digitally-amplified approaches to inhalation rituals for all communities and societies. Through the development of advanced, clean technologies and placing people at the heart of our inventions, we are crafting products that will revolutionize our industry. We are looking for passionate, dynamic and bold individuals to join us on the journey as we look to disrupt and advance an industry in pursuit of furthering the bonds of social connection.
We are currently seeking for a **Customer Service & Experience Specialist **to join our customer service team in our **head office in Munich.**
**We offer**:
- **Competitive pay.** Competitive compensation with potential for growth. We compensate duly our employees for their good work and make them participate in the success of the company.
- **Career.** Opportunities for career advancement within a rapidly expanding organization. We have ambitious growth plans in Germany, Europe and worldwide which enable us to offer plenty of career developments for the right employees.
- **Hybrid work model.** We work in a hybrid model, being able to organize each of us when to work from home and when in the office.
- **Flexible work hours.** You have flexible work hours in order for you to ideally combine private and professional life.
- **Relax.** We offer you 28 days of annual vacations.
- **Drinks for free. **At the office, free drinks are available for your comfort.
- **Team events. **We regularly organize team events to enjoyour life and have a good work atmosphere.
- **International **company environment. Thanks to our global presence in all continents, you will be in touch with colleagues from around the globe. You will have many opportunities to practice your English.
- **Autonomy. **You work highly autonomously in your professional area of expertise.
- **Impact.** We work in small teams with you will make an impact in a global organization and see your contribution to the group.
- **Inclusive.** Collaborative and inclusive work culture. We work in agile teams to fulfil our tasks and welcome diversity in our teams. You will feel very quickly being part of the team.
- **Always ahead.** You will have the opportunity to participate in projects and business initiatives in a very dynamic work environment. We always focus ahead.
**Main tasks**:
- **Customer Satisfaction**: continuously improve customer satisfaction. Handle SSW profiles and online customer reviews on external platforms such as Trustpilots or Shopvote. Onsite: design concept for gaining customer reviews onsite
- **Quality Management and Process Optimization**: SLA- Designing, deploying and documenting an SLA - standard service level agreement for the customer service for Shisha World
- **Continuous improvement for customer experience**:ensure integration of customer feedback across product, processes and communication. Proposing internal processes to increase efficiency and customer satisfaction. **Analyzing customer feedback** and data to improve customer service. Feedback issues from a customer experience perspective to Product Management, IT, Sales, Warehousing and any other relevant department. Introducing **AI based chatbots** based on underlying knowledge database platform. Using AI tools to personalize and enhance customer service.
- **Performance reporting**: creating reports and analyses to measure performance and identify areas for improvement. Introducing KPIs that provide both measurement and benchmarks to Shisha World customer service's excellency approach
- **Customer Data Management**:liasing closely with the CRM Manager for designing and deploying A/B/C customer tier groups based on customer value to the business. Proposing Marketing campaigns and offers based on customer tiers and customer feedback
- **Promoting Customer Loyalty**: developing and implementing measures to increase customer retention. Proposing and managing **loyalty programs** or initiatives.
**The main KPIs this role will be measured in**:
- Conversion rate
- Repeat purchase rate
- NPS (customer satisfaction score)
- CSAT (Customer satisfaction score)
- Customer retention rate
- First response time
- Average resolution time
**Requirements**:
- **Fluency (C1/C2) in German **and ability to work in English - written and spoken. additional language is a plus
- Degree or training in customer service, Digital Marketing, process management in retail, communication or business stu
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