Customer Service Operations and Performance Excellence Leader

vor 3 Wochen


Berlin, Berlin, Deutschland Raisin Vollzeit
About Us

Raisin is a dynamic company that values its employees and fosters an open and caring environment. Our team of over 40 nationalities connects us, and we strive to make everyone feel welcome and comfortable.

Company Overview

We are looking for a highly skilled individual to join our team as a Customer Service Operations and Performance Excellence Leader. As a member of our team, you will have the opportunity to work with a talented group of professionals who share a passion for delivering exceptional customer service.

Job Description

We are seeking a seasoned professional with experience in customer service operations and performance management. In this role, you will be responsible for leading our customer service teams, driving operational excellence, and making data-driven decisions to enhance our service quality.

Key responsibilities include:

  • Leading daily operations of Raisin's Customer Service teams (internal and external) to ensure smooth front- and back-office activities.
  • Overseeing and managing the performance of Raisin's outsourced service provider, driving accountability, and optimizing service quality.
  • Building and nurturing relationships with vendors to maximize value derived from partnerships.
  • Developing and implementing performance metrics (KPIs) to measure, evaluate, and enhance operational performance.
Required Skills and Qualifications

To succeed in this role, you will need:

  • At least 3 years of experience in a customer service operations or steering role, with experience in data analysis.
  • Experience managing outsourced service providers and vendor relationships.
  • Proficiency in data analysis tools such as Excel, Looker, or other relevant platforms.
  • Strong understanding of KPIs and performance management techniques.
  • Experience with forecasting models and operational planning.
  • Familiarity with CRM systems and customer service platforms.
Benefits

As a valued member of our team, you will enjoy:

  • A competitive salary range of €80,000 - €100,000 per annum, based on your skills and experience.
  • Employee Development Budget of €2,000 and four full training days per year.
  • Access to Babbel for continuous language learning.
  • Hungry all the time? Snacks, daily fresh fruit, and drinks provided at the office.
  • Flexible working hours, home office, and 28 vacation days.
  • Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
  • Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
  • A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
  • Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
  • You are moving from another country or city to join us? We will support your relocation.


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