• Management and motivation of the DP CSC teams Premium Support (B2B), Premium Key Account Desk (B2B) and Social Media (B2C), including personnel development, target setting and performance management• Responsibility for up to 200 agents and direct management of 6-16 team managers• Ensuring effective use of resources to fulfil customer expectations and achieve service level agreements (SLAs)• Monitoring and controlling DP CSC's operational processes to ensure efficient and… Show more • Management and motivation of the DP CSC teams Premium Support (B2B), Premium Key Account Desk (B2B) and Social Media (B2C), including personnel development, target setting and performance management• Responsibility for up to 200 agents and direct management of 6-16 team managers• Ensuring effective use of resources to fulfil customer expectations and achieve service level agreements (SLAs)• Monitoring and controlling DP CSC's operational processes to ensure efficient and high-quality order fulfilment• Implement best practices and continuously improve workflows to increase customer satisfaction and efficiency• Work closely with internal departments such as Sales, Operations and Quality to ensure seamless communication and collaboration• Escalation management of customer complaints or critical incidents to find a quick and satisfactory solution• Conducting regular team meetings, training and coaching to continuously improve team knowledge and skills• Monitoring and analysing key figures and reporting to management• Hiring Manager for the Premium Key Account Desk (B2B) and Social Media (B2C) Show less

• Responsibility for up to 150 Technical Care Associates and direct line management of 4-7 Team Managers• Overseeing the operational delivery to enable my Team Managers to focus on supporting their Associates• Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.• Overseeing my team's performance and professional growth.• Monitoring and improving our Service Levels as well as key KPIs such as RAP (Repeat Adjusted Positive Response… Show more • Responsibility for up to 150 Technical Care Associates and direct line management of 4-7 Team Managers• Overseeing the operational delivery to enable my Team Managers to focus on supporting their Associates• Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.• Overseeing my team's performance and professional growth.• Monitoring and improving our Service Levels as well as key KPIs such as RAP (Repeat Adjusted Positive Response Rate), AHT (Average Handling Time), Occupancy or NPT (Non-Productive Time)• Part of the CRM Migration Taskforce: responsible for DE-network-wide migration from CSC to AC3• Working with key support functions such as Capacity Planning, Work Flow, Operation Intelligence and Recruiting• Performing leadership and technical training, performance reviews, goals, KPIs and interviews of potential new hires.• Design strategy and goal setting for growth• Establishing strategic goals by gathering pertinent business, financial, service, and operations information.• Creating team manager development plans and coaching the team leads.• Managing small project teams to develop, execute and complete roadmap assignments• Overseeing the implementation and execution of business plans• Organizing team roles and evaluating employee performance• Developing personal growth opportunities• Communicating and presenting findings to key stakeholders and management.• Providing status updates to upper-level management• Being the hiring manager or part of a hiring panel across the whole German network Show less

Responsible for the establishment, development and scaling of the Customer Support Department for HUMANOO (1st level support) as well as various white labels (set-up & development 2nd and 3rd level support), B2B and B2C• Operational and strategic responsibility of the customer service department; national, European-wide and international• Key interfaces with Product/Tech, KAM, Sales. HR and Design• Ensuring KPIs are maintained and improved, e.g. service level agreements (SLAs)… Show more Responsible for the establishment, development and scaling of the Customer Support Department for HUMANOO (1st level support) as well as various white labels (set-up & development 2nd and 3rd level support), B2B and B2C• Operational and strategic responsibility of the customer service department; national, European-wide and international• Key interfaces with Product/Tech, KAM, Sales. HR and Design• Ensuring KPIs are maintained and improved, e.g. service level agreements (SLAs), quality (CSAT) and productivity• Responsible for the CRM Migration from Zendesk to Freshdesk• Carrying out supervisory responsibilities in accordance with HUMANOO’s policies and procedures, additional responsibilities include interviewing, training, motivating and coaching employees, planning, assigning and directing work and effective conflict resolution.• Setup and development of a regular reporting to C-Level• Development and implementation of quality standards in customer relationship management• Escalation of bugs and improvement suggestions via JIRA to our engineering team• Work with business teams to illustrate and improve the customer & employee experience• Hands-on for daily support cases and escalations• Responsible for user feedback & analysis Show less

Responsible for the establishment and development of the Nextdoor Customer Service department in Germany as well as the development of Customer Service in new markets, e.g. Australia or Canada• Operational and strategic responsibility of the customer service department; national, European-wide and international• Ensuring KPIs are maintained and improved, e.g. service level agreement (SLA), quality (CSAT, NPS) and productivity • Escalation of bugs and improvement suggestions via… Show more Responsible for the establishment and development of the Nextdoor Customer Service department in Germany as well as the development of Customer Service in new markets, e.g. Australia or Canada• Operational and strategic responsibility of the customer service department; national, European-wide and international• Ensuring KPIs are maintained and improved, e.g. service level agreement (SLA), quality (CSAT, NPS) and productivity • Escalation of bugs and improvement suggestions via JIRA to our San Francisco based engineering team• Quality Assurance (QA) for all international product feature rollouts as well as weekly QA for our web functionality and mobile app (iOS, Android)• Development and implementation of quality standards in customer relationship management • International project coordination, e.g. for Salesforce rollout or the implementation of new product features• Support business initiatives and ensure good coordination and collaboration cross- functionally and internationally• International reporting to US and European management• Support of implementing a European process for GDPR requests • Hands-on for daily support cases and escalations • Responsible for member feedback & analysis • Go-to person for international customer service matters • Coaching new agents in our processes• Driving international team engagement Show less

Responsible for the overall direction, coordination, motivation and evaluation of the Customer Service Team at the CS hub Sindelfingen• Responsible for the Stokke CS Project Management team as well as backup manager for the complete Customer Service team including 4 team leaders and 30 Customer Service agents• Recruitment of team members to ensure an adequate Customer Service team size at all times• Support and contact person of the outsourcer "Conectys" (responsible for Stokke… Show more Responsible for the overall direction, coordination, motivation and evaluation of the Customer Service Team at the CS hub Sindelfingen• Responsible for the Stokke CS Project Management team as well as backup manager for the complete Customer Service team including 4 team leaders and 30 Customer Service agents• Recruitment of team members to ensure an adequate Customer Service team size at all times• Support and contact person of the outsourcer "Conectys" (responsible for Stokke Consumer Care Service until 11/2016)• Project management for the insourcing process of the above mentioned outsourcer and implementation of a Stokke Consumer Care Service in Sindelfingen • Development and implementation of a global Aftersales strategy, including the set-up of a repair center network and reclamation process handling• Implementation and project management of an Automatic Call Distribution (ACD) telephone system, including the NPS (net promoter score) measurement• Ensure training, coaching and other internal and external training sup-port in my team as well as the above mentioned projects• Ensure same international standards and integrated work between CS offices in Europe, Asia and US• Work with Area Sales Directors and Country Sales Managers to ensure their markets get the service they need• Establish procedures and routines which improve customer service level• Process optimization in the area of global Customer Service development• Measure customer service performance based on relevant KPIs• Develop and improve reporting tools (Salesforce Reporting) Show less

• Coordination of a digital team of 10 permanent and temporary employees• Subject-matter expert for digital software and video games• Supporting the team in order to meet KPI goals• Weekly coaching and training of employees to ensure employee development and quality assurance• Training responsibility for medium to large classes, e.g. for a product launch or new hire training• Driving projects that improve support-related processes, e.g. Prime Instant Video• Coordination… Show more • Coordination of a digital team of 10 permanent and temporary employees• Subject-matter expert for digital software and video games• Supporting the team in order to meet KPI goals• Weekly coaching and training of employees to ensure employee development and quality assurance• Training responsibility for medium to large classes, e.g. for a product launch or new hire training• Driving projects that improve support-related processes, e.g. Prime Instant Video• Coordination and management of difficult customer situations and escalation queries• Data analysis and problem identification: performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials, training and processes Show less

• Customer and product advice in German and English• Technical troubleshooting for devices and digital products• Assistance with downloads, e.g. Kindle ebooks or software• National and international product and information research• Use of company-specific CRM systems

• Administrative support for the CEO, e.g. appointment management, travel bookings, preparation of expense reports• Customer and product advice in German and English• Product research • Translations• Budget preparation, invoice verification and budget control

• General and administrative support in the area of Customer Intelligence, Centre of Excellence (CoE)• Preparation of statistics, standardised reports and ad-hoc evaluations to manage employees and sales initiatives• Further developing, updating and quality checking the content of information, documentation and controlling tools• Preparing the content of presentations and technical documents• Support with controlling and planning (e.g. resource planning in the event of… Show more • General and administrative support in the area of Customer Intelligence, Centre of Excellence (CoE)• Preparation of statistics, standardised reports and ad-hoc evaluations to manage employees and sales initiatives• Further developing, updating and quality checking the content of information, documentation and controlling tools• Preparing the content of presentations and technical documents• Support with controlling and planning (e.g. resource planning in the event of failure)• Structuring and optimising internal processes• Support with the introduction of a web-based reporting system with SAS Web Report Studio Show less

• General and administrative support of the manager in the area of PreSales, e.g. appointment management, travel bookings, correspondence in German and English, preparation of expense reports, preparation of minutes• Supporting the team for all customer-orientated activities• Maintenance of process-relevant data, documents and systems• Support with controlling and planning• Induction of new team assistants • Support with the introduction of the SAS system ‘Shark Finesse’… Show more • General and administrative support of the manager in the area of PreSales, e.g. appointment management, travel bookings, correspondence in German and English, preparation of expense reports, preparation of minutes• Supporting the team for all customer-orientated activities• Maintenance of process-relevant data, documents and systems• Support with controlling and planning• Induction of new team assistants • Support with the introduction of the SAS system ‘Shark Finesse’, including communication and coordination with the headquarters in Cary, USA and a reporting system for the Competence Centre Show less