Head of Customer Service

We are rebuy and we are looking for you We are on a mission to make pre-owned consumer electronics and media articles the preferred choice of consumers. Through this mission, we are helping the environment and protecting our planet. At rebuy, our hearts beat green and our team of 550 people is working together to bring high-quality pre-owned products to you

We are looking for a Head of Customer Service taking on the role of our customer ambassador within rebuy bringing with them strong leadership, project management and collaboration skills. Join us in perfecting our customer experience and ensuring our customers know they are as important to us as our employees are If you are a circularity enthusiast and care about the customers, this is the perfect fit for you.

**How you’ll spend your time at rebuy**:
Your first 3 months at rebuy will look like this
- You will go through a comprehensive onboarding in the operations area and get to know all processes hands-on
- You will get to know the rebuy business model through intensive training in the commercial and marketing area
- You will assume managerial responsibility and operational management for our customer service team right from the start

**Your tasks during the first year at rebuy**
- You use your professional competence and human leadership skills to comprehensively develop the team. As a result, you manage to optimize the productivity of the team in the interests of the customers (fluctuation, sickness rates improve accordingly)
- You will take ownership of the contact rate as a key metric for customer satisfaction and team performance and drive company-wide improvement actions

**Your tasks beyond the first year**
- You and your team drive the improvement of operational efficiency through process improvement, automation and contact avoidance
- Together with the team and other departments, you will develop our premium service, especially in customer service
- You live your role as a customer ambassador in the company as an active sparring partner for management and drive initiatives to improve customer satisfaction and further reduce the number of contacts

**You will help rebuy become even more customer centric**
- Improving our customer interactions by further improving service levels and tonality
- Make sure the drivers behind contacts are being tackled - first identify, then talk about them with all who can do something and drive change in processes and our tech stack
- Lead the customer service by example - use your experience in working with a diverse team and develop them further
- You will ultimately be the owner who is responsible for how our customers feel treater at rebuy, you are the voice of the customer in all big decisions made

**You will know that you are doing a great job**
- When we reduce our customer contact rate
- When our customer satisfaction increases, which would be expressed in the NPS and customer satisfaction scores
- Our teams are happy (great eNPS, low absence and fluctuation)

**Qualifications**:

- Proven leadership experience in the Customer Service field, e-commerce industry experience is a big plus
- Project Management and cross-team collaboration skills with strong understanding of tech related functions
- Experience with common Customer Service Software tools
- Experience working in a cross collaborative environment (Operations, Marketing, CRM and Tech liaison)
- Proficiency in English and German
- Experience working across multiple locations where our teams are situated

**Location**:

- Berlin
- HO

**Purpose, a great company culture and awesome benefits - what to expect at rebuy**:

- Work with a friendly team that is passionate about circularity and wants to make the world a little more sustainable, one transaction at a time.
- Feel comfortable in an environment where independence and new ideas are welcome.
- Benefit from flat hierarchies and the greatest possible transparency so that things don't take longer than they have to and you always feel well informed.
- Enjoy our centrally located office in Berlin Kreuzberg, only a few seconds away from the river Spree.
- Benefit from our family-friendly, flexible environment and paid child sick leave.
- Bring your dog to the office: we love animals and want to cuddle yours, too
- Use employee discounts on rebuy.de, sustainable products at Futurebens, offers for sustainable micro-mobility and massages directly in our office.
- Design your own benefits mix on our benefits portal worth EUR 50 net per month.
- Have fun at our legendary team and company events.
- Use our mental health offers as part of a cooperation with the Fürstenberg Institute.
- Take care of your work-life balance with 30 vacation days.
- At reBuy all people are welcome and supported We would like to talk, regardless of age, disability, national and social origin, skin color, religion, gender identity and sexual orientation. Just be who you are