Customer Service Specialist
vor 1 Woche
Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic and innovative environment? We're seeking a skilled Customer Service Specialist to join our team at Air Global, a leading multinational organization in the inhalation solutions industry.
About the RoleThis is a full-time, permanent position based in our head office in Munich. As a Customer Service Specialist, you will be responsible for handling customer inquiries, resolving issues, and providing product information via various channels. You will also contribute to improving customer satisfaction, quality management, and process optimization.
Main Responsibilities- Customer Support: Handle customer inquiries via email, online chat, social media, or other channels, resolving issues and complaints promptly and professionally.
- Customer Satisfaction: Continuously improve customer satisfaction by handling SSW profiles and online customer reviews on external platforms.
- Quality Management and Process Optimization: Design, deploy, and document SLAs for customer service, and propose internal processes to increase efficiency and customer satisfaction.
- Continuous Improvement for Customer Experience: Ensure integration of customer feedback across product, processes, and communication, and propose internal processes to increase efficiency and customer satisfaction.
- Performance Reporting: Create reports and analyses to measure performance and identify areas for improvement.
- Customer Data Management: Liaise with the CRM Manager to design and deploy customer tier groups based on customer value to the business.
- Promoting Customer Loyalty: Develop and implement measures to increase customer retention, and propose loyalty programs or initiatives.
- Fluency in German (C1/C2) and ability to work in English (written and spoken).
- Degree or training in customer service, digital marketing, process management in retail, communication, or business studies.
- Experience in B2C online shop consumer service roles or similar customer service roles.
- 5+ years of work experience, with 3+ years in similar roles.
- Commercial experience and acumen.
- Experience in customer service processes, such as working with SLAs and basic retail selling processes.
- Some experience in customer journeys across online shops and conversion driving processes onsite, including chatbots and customer reviews.
- Experience in building impactful customer interactions in Germany or other European countries.
- Hands-on proactive approach and accountability.
- Familiar with KPI reporting through tools and dashboards.
- Very strong communication skills and strong interpersonal skills for internal stakeholder management.
- Experience working in cross-functional and cross-cultural teams.
- Desire to work in a dynamic, international, and innovative environment and to exchange ideas in virtual teams.
- Solution-minded and service excellence approach to work.
- Competitive pay and potential for growth.
- Opportunities for career advancement within a rapidly expanding organization.
- Hybrid work model, allowing for flexibility in work arrangements.
- Flexible work hours to balance private and professional life.
- 28 days of annual vacation.
- Free drinks at the office.
- Team events to foster a positive work atmosphere.
- International company environment with opportunities to practice English.
- Autonomy in professional areas of expertise.
- Impact on a global organization, seeing direct contributions to the company's success.
- Inclusive and collaborative work culture.
- Dynamic work environment with opportunities to participate in projects and business initiatives.
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