Customer Service Specialist

Vor 6 Tagen

Berlin, Deutschland ON RUNNING Vollzeit

Stellenbeschreibung: At a Glance: You will help to build and maintain an amazing On journey for our Cyclon subscribers, answer customer questions regarding subscriptions, and live up to our highest standards when it comes to Happiness Delivery. You will be on the go-to person for all questions regarding the subscription program in Europe. On top of this, together with cross-functional teams, you'll be working on the long-term vision of building and leading the community of our Cyclon program. Your Team: At On, Delivering Happiness is not just a phrase, but a mission. That's why we call our Customer Service team Happiness Deliverers. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work. You will work close with a core team in Zurich and interact daily with our Subscriber Journey Specialist teams in Europe, US and Japan. Your Mission: Support shaping the subscriber journey, advocate removing the "barriers" to simplify the buying journey. (e.g. automating processes, returns management Answering customer questions around subscription, incl. hyper-care for customers in the first three months after subscription Build sustainable relationships and trust with customer accounts through open and interactive communication Subscriber Journey (post-launch phase): Map, document, and own the processes related to the program and train the team Work with cross-functional teams to improve the subscriber journey across all DTC touch points and processes (size selection, down payment, shipping, tracking, use, back loop, warranties, case management) Share your insights on the subscriber communication program to drive consistent brand messages across all touch points of the program. Collaborate closely with marketing and digital teams to execute communications and campaigns Increase the Happiness Level of subscribers (Net Promoter Score of Cyclon customers) Your Story: You have previously worked in a customer oriented environment and you have a passion for customer service, emphasising on delivering high-class experience You are confident to communicate in English and German with our customers, but also across all levels and functions within the company (written and spoken), any other languages are a big plus Collaborating cross-functionally with other teams involved in the development of our Cyclon program You have great attention to detail and organisation skills while maintaining a sense of urgency and the ability to prioritise under pressure You have excellent interpersonal skills with a focus on relationship building, listening, and questioning No problem is too big for you, you enjoy putting your analytical skills to the test and finding creative solutions autonomously

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