Head of Customer Care Dach

vor 2 Wochen

Hamburg, Deutschland EVIDENT Europe GmbH Vollzeit

We are currently hiring a Head of Customer Care DACH (M/F/d) for our team in the DACH region. Tasks **As Head of Customer Care DACH you will**: - Have the strategic and operational responsibility for the Customer Care team of Evident in DACH - You will be the disciplinary and functional lead of 15 team members of respective local customer care teams (Sales & Service) - You will take care of the team setup, roles and responsibilities, as well as operational routines and processes in line with our Evident EMEA process blueprints - You will take over the operational responsibility for our customer front office and administration for sales & service requests - You will plan the operational priorities in the customer care team based on business requirements - You will be in charge of customer and sales satisfaction at responsible contact channels - You will lead project initiatives to improve the service levels as well as set up and process efficiency - You will make sure to qualify and continuously develop the team members with focus on product knowledge, system and process expertise and communication skills - You collaborate with the Heads of Customer Care of other EMEA regions, the Sales Managers for respective countries and the Managers Sales Support & Supply Chain as well as our Service Providers and Technicians **Requirements**: - A true manager heart and a "problem solver" as much as a visionary, you are passionate about customer relations - Bachelor´s Degree together with demonstrated operations, six sigma or lean management experience - Proven experience building and nurturing client relationships - Your state of mind: A strong team spirit. Transmit your know-how to a young team in full development and eager for knowledge - Responsiveness and composure to support your teams and respond to our customers in a seasonal activity sensitive to current issues - Strong organizational skills: You will interact with all key departments of the company to carry the voice of the customer - Leadership, you know how to carry your projects and give them the necessary resonance at different levels of the organization, from your team to top management - A strong capacity for analysis, strength of proposals and strategic excellence are the essential qualities to successfully manage a central department - Knowledge of compliance and fraud issues would be a big plus - You have been able to develop customer service from its after-sales service function to real center of expertise - You know how to manage crisis situations and take up the challenge of e-reputation - Experience of employee management and development - You have at least 5/6 years of experience as Head of Customer Care or customer service or Customer success (B to B) - Experience working in an international context within a large organization is desirable - Advanced level of English language - written and oral - Additional languages are an asset, especially French, German, Italian or Spanish **Benefits**: - Flexible working hours, incl. mobile work - 30 days of holiday time each year - 13,5 salaries a year - Regular training courses - Extensive company pension scheme - Preventive healthcare and free beverages - Joint company events and activities - Interesting, diversified field of activity in an international working environment

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