Head of Customer Service (all genders)

Job description

Job Description: - Functional and disciplinary leadership of a team of customer service experts and project managers - Management, coordination, and further development of our external call centers - Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience - Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service - Strategic integration and further development of modern automation processes - Internal and external escalation management, including the proactive derivation of concrete action recommendations - Close collaboration with national and international partners - Contract and commercial negotiations with external service providers - Management of complex and demanding projects across the entire order, returns, and complaint processes Qualifications: - Completed university degree - Several years of experience in customer service, ideally in a call center or e-commerce environment - Extensive leadership experience - Very good knowledge of customer service and e-commerce processes as well as relevant tec...