This job listing expired on May 17, 2020
Job Responsibilities
- Supervise call-center representatives who are answering customer inquiries
- Ensure call-center representatives are properly trained on both old and new products
- Develop and evaluate personnel to ensure the efficient operation of the function
- Improve existing procedures for outsourced and insourced resources
- Reproduce described problems and report new or recurring problems to design departments
- Establish and maintain systems that provide answers to common questions and problems (FAQ)
- Develop and adhere to operations budget
- Review incoming financial statements for discrepancies
- Communicate with legal counsel and safety department to ensure all processes are compliant
- Adhere to the companies Best in Class service model to increase NPS and customer satisfaction
- Other duties may be assigned
Pre-Requisites
- Successfully completed commercial education or business studies
- 3+ years of experience in managing customer support operations as well as financial reporting
- Excellent written and spoken German and English skills are essential, additional languages are an advantage
- CCNA certification is a plus
- Experience with delegating responsibilities
- Experience with providing leadership and training to key personnel
- Advanced written and verbal communication skills
- Possession of key competencies, including conflict management, business negotiation, organization and decision-making
- Gamer preferred