Functional and disciplinary leadership of a team of customer service experts and project managers
Management, coordination, and further development of our external call centers
Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience
Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service
Strategic integration and further development of modern automation processes
Internal and external escalation management, including the proactive derivation of concrete action recommendations
Close collaboration with national and international partners
Contract and commercial negotiations with external service providers
Management of complex and demanding projects across the entire order, returns, and complaint processes