Director of Digital Customer Service mfd
Director of Digital Customer Service mfd
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Job Description
The Director of Digital Customer Service (m/f/d) is a critical role responsible for developing and executing a comprehensive strategy to empower customers to resolve their own issues independently. This role will focus on enhancing customer service efficiency and effectiveness by optimizing selfservice channels and providing exceptional support experiences. Please note that this is an individual contributor role.
YOUR ROLE AT SIXT
- You analyze and map the complete digital customer service journey across all touchpoints
- You conduct gap analyses to identify gaps between current capabilities and customer expectations and you develop and implement strategies to address these issues
- You continuously analyze and monitor the performance of all digital touchpoints (e.g. website app chatbot social media) in terms of customer engagement conversion rates and satisfaction
- You define and implement strategies to drive customer selfservice adoption and improve customer satisfaction through proactive support and readily accessible information
- You establish clear requirements for the creation maintenance and optimization of a comprehensive and easily searchable knowledge base including FAQs articles videos and other selfhelp resources
- You analyze customer behavior and identify opportunities to enhance selfservice channels such as chatbots virtual assistants and interactive voice response (IVR) systems
YOUR SKILLS MATTER
- Experience: You have 5 years of experience in customer service leadership roles with a strong focus on selfservice channels proven experience in building and maintaining knowledge bases FAQs and other selfhelp resources
- Problem solving: You possess strong analytical and problemsolving skills with the ability to analyze data and identify areas for improvement
- Communication: You have excellent communication interpersonal and presentation skills
- CRM: You have experience with customer relationship management (CRM) systems and customer service software
- Best practices: You possess a strong understanding of customer service principles and best practices
WHAT WE OFFER
- Generous Time Off Enjoy 28 days of vacation an additional day off for your birthday and 1 volunteer day per year
- WorkLife Balance & Flexibility Benefit from a hybrid working model flexible working hours and no dress code
- Great Employee Benefits Access discounts on SIXT rent share ride and SIXT along with partner discounts
- Training & Development Participate in training programs designed for your personal growth and development
- Health & Wellbeing Private health insurance to support your wellbeing
- Additional Perks Enjoy the Coverflex advantage system to enhance your employee experience
Additional Information :
About us:
We are a leading global mobility service provider with sales of 3.07 billion and around 9000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental) SIXT share (car sharing) SIXT ride (cab driver and chauffeur services) SIXT (car subscription) and gives our customers access to our fleet of 222000 vehicles the services of 1500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners we are present in more than 110 countries at 2098 rental stations. At SIXT a firstclass customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and longterm stability and align our corporate strategy with foresight. Want to take off with us and revolutionize the world of mobility Apply now!
Remote Work :
No
Employment Type
Full Time
