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Senior Specialist Customer Care HD Plus

Requisition Number:  13145
Contract Type:  Permanent
Location(s): 

Munich (Unterföhring), DE

Role Description Summary:

You will be the primary contact for the HD+ call center supplier and the internal customer care team. You will build and support HD+ in the delivery of outstanding customer service and the forging of strong customer relationships. In addition, usually, you will do not interact directly with customers but work behind the scenes to ensure the smooth running of the customer-facing processes and procedures.

 

If you are interested in becoming part of the SES family, click on ‘read full job description’ to find out more.

 

Extended Job Description:

 

 

Primary Responsibilities/Key Result Areas:

  • Coordination and control of the customer service in close cooperation with the supplier and internal stakeholder
  • Ensure that all customer contacts run smoothly, as well as customer satisfaction.
  • Improve and enhance the customer service process continuously.
  • Work closely with the business process team to communicate customer requirements.
  • Ensuring the customer service relevant KPIs, e.g. Availability, Service Level, First Contact Resolution Rate, etc. are met
  • Handling escalation and complex customer requests
  • Interprets data provided by the Call Center to help drive effective business decisions
  • Developing efficient strategies for customer services in the future in close cooperation with the Head of Customer Management

 

Who We Are Looking For (More About You):

In order to achieve the outcomes described above, we believe you will be able to demonstrate some or all of the following:

 

Skills/Competencies:

  • A very good understanding of customer-facing processes
  • Able to understand sophisticated service issues and prioritize resolutions
  • Courage to challenge the status quo when logic and reason require it
  • Solution-oriented, proactive, and analytical with a focus on delivering results
  • Enjoy communicating with teams and able to manage several stakeholders
  • Enthusiastic, motivated, and highly organized individual contributor

 

Preferred Education & Experience

  • A bachelor’s or master’s degree in business administration, preferably with a focus on customer service operations and service excellence
  • 3+  years of relevant hands-on experience with running consumer-focused operations, while cooperating with external/ internal partners
  • 3+  years of solid project and process management experience, business acumen, and analytical mind

 

What’s in it for you:

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programs (varies by location)
  • An employer that values all aspects of Diversity and respects every individual’s story

 

 

The contents of this job description are subject to change. SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, ancestry, national origin, gender, sex, sexual orientation, gender identity, marital status, religion, age, disability, veteran status, or other characteristic protected by local, state, or federal law.

 

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