Teamlead Customer Care

4 weeks ago


United Kingdom Odonnell Full time
Deine Aufgaben

Bei O’Donnell Moonshine legen wir großen Wert auf nahbaren und schnellen Kundenservice. Um unsere Kunden bestmöglich zu unterstützen, suchen wir nun nach einem dynamischen Teamlead für unseren Customer Service.

Als Teamleiter in unserem Customer Care Team spielst du eine entscheidende Doppelrolle – du verbringst ca. 50% deiner Zeit mit der direkten Bearbeitung von Kundenanfragen per Telefon, E-Mail und Chat und die anderen 50% mit der Leitung und Verwaltung unseres Teams. Diese Position erfordert einen hands-on Leader, der Best Practices vorleben, hervorragenden Kundenservice bieten und das Team dazu antreiben kann, in allen Aspekten unserer Serviceleistung Exzellenz zu erreichen.

Du bist für den Customer Care Support in aktuell 4 Ländern verantwortlich (DE, UK, AT, NL) mit weiterem Wachstumspotenzial im internationalen Umfeld.
  • Operational Excellence: Du stehst im direkten Kontakt mit unseren Kunden, um Anfragen und Probleme per Telefon, E-Mail und Chat zu lösen und somit eine hohe Kundenzufriedenheit und Service-Standards aufrechtzuerhalten.
  • Teamleitung: Du verwaltest unser Customer Care Team, einschließlich Schulungen, zuverlässiger Planung und kontinuierlichen Feedbacks, um ein positives Arbeitsumfeld zu schaffen. 
  • Stetige Verbesserung: Du analysierst das Kundenfeedback und die Leistungsdaten deines Teams, um Verbesserungsbereiche zu identifizieren. Du entwickelst Maßnahmen, um die Kundenserviceprozesse und -standards zu verbessern.
  • Stakeholder-Management: Du arbeitest eng mit anderen Abteilungen zusammen, um einen einheitlichen Ansatz im Kundenservice zu gewährleisten. Du erstellst regelmäßig Berichte über die Teamleistung, Herausforderungen und Erfolge an das Management Team.
  • Krisenmanagement:  Du bist erster Ansprechpartner für Eskalationen von Kundenproblemen, um diese effizient und effektiv zu lösen.
Dein Profil
  • Du kannst Erfahrungen im Kundenservice oder einer ähnlichen Rolle nachweisen, idealerweise mit 1- 2 Jahren Erfahrung in einer Führungsposition.
  • Du bist ProblemlöserIn und Kommunikationstalent, sowohl mündlich als auch schriftlich und hast Spaß am Kontakt mit KundInnen.
  • Du behältst immer den Überblick und arbeitest strukturiert und gewissenhaft. 
  • Du bist versiert im Umgang mit CRM-Software und der Microsoft Office Suite.
  • Du strotzt vor Motivation und lebst die Hands-on-Mentalität.
  • Du besitzt sehr gute Deutsch- und Englischkenntnisse; Niederländisch- und Französischkenntnisse sind von Vorteil.
Deine Benefits
  • Wachse über dich hinaus - bei uns erwarten dich abwechslungsreiche Tätigkeiten mit viel Verantwortung und der Möglichkeit, dich mit uns gemeinsam weiter zu entwickeln
  • Wir bieten Dir eine bessere Work-Life-Balance, durch flexible Arbeitszeiten, die Option 2-3 Tage aus dem Home-Office zu arbeiten und 28 Urlaubstagen im Jahr
  • Selbstverständlich bekommst du von uns die Hardware gestellt, die du für deinen Job bei uns benötigst
  • Lust auf Schnaps? Bei uns erhältst du Mitarbeiterrabatt auf unsere Produkte 
  • Sei Teil eines familiären und dynamischen Unternehmens - wir legen viel Wert auf flache Hierarchien und feiern gerne zusammen unsere Erfolge zweimal im Jahr bei unserer Winter- und Sommerparty. Darüber hinaus fördern wir regelmäßige Teamevents
  • Um deine Gesundheit zu fördern, hast du die Möglichkeit einer vergünstigten Mitgliedschaft bei Urban Sports oder eines Leasings bei JobRad 
  • Du bekommst Zugriff auf unsere Corporate Benefits und deine bAV bezuschussen wir mit 25%

O'Donnell Moonshine lässt die Tradition des Moonshine wieder auferstehen – in amerikanische Einmachgläser abgefüllt, vertreiben wir unsere Liköre als mittlerweile größter Moonshine-Produzent Europas von Berlin aus in die ganze Welt.

Dabei arbeiten wir ganz nach dem Motto: Am besten wird es, wenn man es selbst macht. Wir verzichten im Grunde vollständig auf externe Auslagerungen und organisieren stattdessen alle relevanten Aufgaben selbst aus unserem Headquarter in Berlin. Ein “Das haben wir noch nie gemacht” hält uns nicht auf, denn einmal ist schließlich immer das erste mal. Deshalb besteht unser Team aus motivierten und kreativen Leuten, die gern mal neue Wege gehen. Und dafür suchen wir genau Dich

#J-18808-Ljbffr
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