Customer care manager Jobs in München
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Customer care manager • munchen
Customer Care Manager with French
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Media4CareMünchenCustomer Care Manager with French
zooplus SEMunich, Bavaria, GermanyAs our Customer Care Manager for France you are the direct link between customers and zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.
Responsibilities :
Monitors performance of customer service team 30 50 agents) on the market level based on the KPIs agreed : CSAT AHT ACW FCR etc. Drives performance improvement where relevant.
Handles sensitive customer complaints.
Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot etc..
Monitors and provides insights regarding market specific customer service trends and best practices.
Subject matter experts in customer journey on the market level (for example specific / preferred contact channels payment methods communication style preferences etc.
In charge of customer service initiatives implementation on the market level.
Delivers relevant input in other disciplines (e.g. Direct Marketing Delivery teams etc. in order to minimize incoming customer queries and to stimulate continuous improvement.
Qualifications :
Experience in managing customer service teams
Experience with ecommerce environment.
Proficient level in English Language and French language.
Very good communication skills and strong sense of empathy.
Ability to weight customer needs and demands towards business value.
Strong analytical skills.
Open to change and easily navigating within the changing business requirements. Can do attitude.
Additional Information :
Additional Information :
With more than 1000 passionate professionals located across 6 European offices we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup : 60 inoffice 40 remote collaborating with colleagues across locations.
Our benefits :
20 discount in our zooplus shop
Internal and external training
Team events
LIHybrid
28 vacation days and days off on 24th and 31st of December
Corporate rates at a local gym chain (Body & Soul)
Company mobile phone for work and personal use
Want to know more Learn more about zooplus here and check out our LinkedIn Instagram TikTok and YouTube to get a glimpse into the zooplus culture.
zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
Remote Work : Employment Type :
Fulltime
Key Skills
Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing
Experience : years
Vacancy : 1