Customer Experience Lead - Salary 60k€ - based in Berlin or Bordeaux

Lucerne  - Permanent

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About Next Station

Next Station is an online recruiting platform for international talent. We are building Europe's largest talent network to encourage a more diverse and multicultural human connection going beyond employment borders.

 

If this job is not what you are looking for or you’d like to receive more job offers in Europe, feel free to create a profile on our platform ➡ https://cutt.ly/GtbSYyS

 

Or just check out our website and get more info about living and working abroad :)

 


 

Job description


Your Future Employer

Our partner is the leading European marketplace for refurbished tech devices.

Their core mission: reducing e-waste! ❤


The Job: All You Have To Know

In your position as Customer Experience Team Lead you are in charge of turning customers' feedback into action.

On a daily basis, you analyse feedback on the website and develop solutions to fix the customer experience.


Your Challenges

  • Build strong relationships with the Technology team to work hand in hand with them
  • Gather Customer Care feedback to make sure you keep capturing the customers' voice and address projects in the right priority order
  • Find smart and efficient ways to report blockers to the Customer Care team
  • Understand complex and deep dive analysis and turn it into long and short term oriented actions
  • Find the right balance between short term quick wins and long term key foundation projects
  • Select, implement and run specific tools for the German market (chat, phone, chatbot, etc.)
  • Analyse performance and drive specific action plans
  • Adapt template messages to the German market
  • Benchmark competition and look for the market's best practices


Profile

The Talents You Need

  • Language skills: native level in German and professional English
  • 5+ years of experience with a proven track record of operational project management, driving high impact projects to completion
  • Experience in best-in-class customer service organizations
  • Strong knowledge of the e-commerce industry and high customer experience expectations
  • Experience working in a startup hyper growth environment


You are...

  • solution oriented, focused on quick results and lean approach
  • data driven person: you know how to define and track KPIs
  • a fantastic team player, thriving in an international environment

Nice to Have Experience

  • in Customer Care
  • in Process optimization
  • working in a market place or consulting

Are you ready to join this dynamic team and contribute your part to saving the environment? Or just share this offer with a friend whom you think is the perfect fit 🙂


Salary range

€48k-60k


YOUR CHANCES ARE HIGHER IF YOU DIRECTLY APPLY ON OUR PLATFORM HTTPS://CUTT.LY/GTBSYYS - YOU'LL SKIP ONE STEP AND YOUR APPLICATION WILL BE PROCESSED SOONER.


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