Customer Service Specialist – Contact Centre (m/f/d)
Ecovacs Europe GmbH · Düsseldorf, North Rhine-Westphalia, DE
Your Responsibilities For our Customer Service team in Düsseldorf, we are looking a Customer Service Specialist (m/f/d) to join us at the earliest possible s...
Job description
Your Responsibilities For our Customer Service team in Düsseldorf, we are looking a Customer Service Specialist (m/f/d) to join us at the earliest possible starting date. YOUR RESPONSIBILITIES: - Drive the achievement of all key contact centre KPIs to meet organizational targets (e.g., CSAT, FCR, SLA). - Continuously enhance contact centre workflows to improve efficiency and customer experience. - Supervise the daily operations of third-party CC providers across EMEA, ensuring service excellence and adherence to Standard Operating Procedures (SOPs). - Resolve complex end-user complaints and manage critical escalations to closure. - Monitor actual contact volume against forecasts on a weekly basis, coordinate with providers to adjust staffing levels, and ensure cost-efficient operations without compromising service quality. - Collaborate closely with HQ on system maintenance and incident management. (product defects or major service incident). - Establish and maintain the local Knowledge Base. Your profile: - Bachelor's degree or above, preferably in a technical field (e.g., telecommunications, computer science, software engineering) or similar. - Minimum 3–5 years of experience in...