Senior Expert Customer Service Tooling

Vor 4 Tagen

Munich, Deutschland Digital Charging Solutions GmbH Vollzeit

**Your mission**:

- Define and Contribute to our tooling strategy by evaluating existing and future tools.
- Act as an expert for the maintenance and iterative development of our customer service tooling (such as Zendesk, Chatbot, FAQ, internal database ).
- Identify needs of stakeholders and find suitable solutions in Zendesk or other tools.
- Solve technical problems without losing sight of IT governance, legal aspects, customer support staff, customers, and cost/time considerations.
- Work with our customer service team to identify tooling challenge sand develop solutions with a strong customer focus.
- Organize and prioritize feature implementation and team requests.
- Increase customer satisfaction and support efficiency by identifying technical issues and develop a way to solve them.
- Find creative ways to continuously automate and optimize our processes.
- Work on continuous improvement of customer service, FAQ and other content based in a “data driven” environment.

**Your profile**:

- 3+ years of work experience in a fast-paced, rapidly evolving call center environment.
- At least 1 year experience with Zendesk.
- Holistic understanding of the processes and challenges of companies in customer service
- Technical understanding and experience in operating and administering software with a specific focus on CRM solutions (e.g. Zendesk, Chatbots, internal database systems).
- Ability to understand and solve technical challenges on multiple internal and external tools.
- Analytical expertise, strong problem analysis and pragmatic solving skills in combination with a team player mindset, positive attitude, and high level of professionalism.
- Strong functional knowledge of Zendesk data structure and understanding of how to leverage the tool to meet complex process and reporting requirements
- Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer.
- Comfort with performing hands-on work and driving strategic projects
- Excellent communication skills-verbal and written. Proficiency level of English language.

**We offer**:

- A unique opportunity combining the energy of a start-up with the power of BMW, Mercedes-Benz Mobility & bp
- Working on products & services with a high social impact
- An international team of talented people who love what they do and live a collaborative spirit
- An open-minded culture with room for growth and the freedom to bring in own ideas
- Subsidized gym membership, a personal development budget for your professional growth, monthly mobility budget, offsite/ team events & much more
- Modern, sunny offices in Berlin & Munich

and of course, the classics: delicious coffee & tea, fresh fruits and an office dog friendly environment

At DCS we acknowledge the value of diversity, promote equality and challenge unfair discrimination. We strive to create an inclusive work environment, safe for anyone regardless of their gender identity, sexual orientation, abilities, ethnicity or race. We have the clear goal of driving diversity and inclusion across all dimensions and treat each applicant with the same respect and consideration.

**Get in touch**:
Excited about being a part of the transition to e-mobility?

We are looking forward to hearing from you

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