Senior Customer Care Manager – HQ Rotterdam

Job title:

Senior Customer Care Manager – HQ Rotterdam

Company:

MediaMarktSaturn

Job description

What will you do?Do you have a strong focus on identifying inefficiencies and implementing sustainable improvements across operations? And do you have the ability to use data-driven insights to continuously enhance customer care processes and team performance? If that’s the case and you’re passionate about improving the customer journey and ensuring a seamless and high-quality experience for every customer, this might be the job for you!As the Senior Customer Care Manager, you will be responsible for leading and optimizing the operations of our customer care team, with a strong focus on customer satisfaction & driving operational efficiency. You will leverage your extensive experience in managing call center environments, utilizing data and analytics to continuously refine workflows, and implement process optimization strategies. Your goal will be to make customer care the best touchpoint in the customer journey and to ensure that we provide our customers with exceptional service. Your key responsibilities are to:

• Oversee and refine day-to-day call center operations with our partners and backoffice customer care team, ensuring high performance and continuous improvement in all areas.
• Conduct workflow analysis to identify bottlenecks, inefficiencies, and areas for process improvements across the company.
• Continuously monitor key performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), ensuring consistent improvement.
• Lead and mentor customer care agents and leads, ensuring they are equipped with the skills, tools, and support necessary to succeed.
• Foster a culture of transparency, accountability, precision and continuous improvement.

Furthermore you are to:

• Ensure that all customer interactions align with company standards and contribute to an outstanding customer experience.
• Develop strategies to improve customer satisfaction, reduce complaints, and enhance first-contact resolution.
• Implement proactive strategies and lead process optimization & definition efforts to reduce customer complaints and contacts.
• Collaborate closely with cross-functional teams, including Sales, Marketing, and IT, to ensure seamless customer interactions.
• Utilize analytics and reporting tools to evaluate call center performance and identify opportunities for customer experience improvements.
• Conduct root cause analysis on performance gaps or service delivery challenges, recommending actionable solutions.
• Analyze customer feedback, service metrics, and call data to assess current processes and make recommendations for optimization.

Who are you?

• Bachelor’s or Master’s degree in relevant field incl. Business, Management, or a related field.
• 5+ years of experience in customer care or call center management, with a minimum of 3+ years in a management role in customer service.
• Proven track record of identifying and implementing successful process improvements within customer care & overall company.
• Expertise in call center operations, technologies, workforce management systems, and process automation tools.
• Demonstrated ability to use data and analytics to drive operational decisions and improvements.
• Strong leadership skills, with the ability to inspire and lead teams through change and continuous improvement initiatives.
• Familiarity with process automation and customer experience technologies (e.g., IVR, AI chatbots, CRM tools).

About usWe are the number ONE in Benelux and Europe. We influence how people experience and use technology. We make the difference. We are there for our customers, through all channels. We explain, inspire and enthuse. We are always on the move.Together with our great employees, we create the shopping experience of the future!“Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion-join our team!”In terms of revenue, sales area and headcount, the MediaMarktSaturn Retail Group is Europe’s leading consumer electronics retailer and provider of related services. Our integrated online and fixed-location offerings reach millions of customers every day. Consumers live an increasingly digital lifestyle – and consumer electronics has evolved from a luxury into a ‘necessity’. The digital world may be fascinating, but it’s also increasingly complex. At the MediaMarktSaturn Retail Group, we see ourselves as a partner, daily companion and navigator of our customers, and combine digital products and services to create practical solutions. Our portfolio of brands and offerings enables us to respond flexibly to the needs of different customer groups and different countries. The company includes the brands MediaMarkt and Saturn, which comprehensively network their more than 1,000 fixed-location stores with online sales platforms. Another important part of our portfolio is our own brands PEAQ, KOENIC, ISY and ok.A subsidiary of CECONOMY AG, in 2021/22 MediaMarktSaturn and its approximately 50,000 employees generated total sales of about €22.2 billion.Additional BenefitsJob InfosTell us who you are & why you want to join our team by sending your resume and a short motivation. We aim to get back to you within 5 business days.Join us in shaping the future of customer care in the Benelux retail market!Klaar om vol te gaan voor transformatie?
Let’s Go!We zijn op zoek naar mensen die een passie hebben voor technologie en onze klanten vol enthousiasme de allerbeste ervaring willen bieden. Mensen die het verschil willen maken. Mensen zoals jij. Let’s Go! Een fantastische werkplek in ‘De Rotterdam’ met uitzicht op de skyline van Rotterdam De mogelijkheid om hybride te werken Een telefoon die je ook privé mag gebruiken 20% korting op je MediaMarkt aankopen 30 vakantie dagen PensioenregelingLet’s
Go!Heb je interesse naar aanleiding van deze vacature? We kijken uit naar je sollicitatie!Deel deze vacature: Cookies Privacyverklaring Gegevens

Expected salary

Location

Rotterdam, Zuid-Holland

Job date

Thu, 21 Nov 2024 03:09:34 GMT

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