(Junior) Customer Care Manager (all)
(Junior) Customer Care Manager (all)
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Job Description
We are 1NCE
Your team
Your mission
Manage customer care processes: Oversee all customer care and service operations within the company including coordination with external service providers such as call centers.
Ensure SLA compliance: Monitor compliance with contractual service level agreements (SLAs) and continuously track the status of customer inquiries and processing timelines.
Evaluate customer feedback: Analyze customer feedback and implement appropriate measures to enhance customer satisfaction through structured feedback loops.
Define and track service KPIs: Support the definition of key service metrics and regularly monitor their development to optimize service processes including reducing processing times.
Assess service quality: Contribute to the qualitative evaluation of customer calls and emails to ensure alignment with service policies and highquality standards.
Monitor customer communications: Closely oversee all customer communication across 1st and 2ndlevel support teams to ensure consistency and responsiveness.
Lead customer care improvement projects: Take ownership of specific projects aimed at improving customer care processes and enhancing the overall customer experience.
Act as crossfunctional liaison: Serve as the main point of contact for internal departments and external partners on customer carerelated matters.
Your skills
Educational background: Degree in Business Communication or a related serviceoriented field.
Customer service experience: More than 3 years of professional experience in Customer Service ideally in dynamic and customercentric environments.
Language proficiency: Fluent in German (C1 level) and English (B2 level) enabling effective communication across diverse teams and customer groups.
Technical proficiency: Strong knowledge of Microsoft Office tools and a very good technical understanding relevant to customer service operations.
Understanding of KPIs: Solid grasp of common call center key performance indicators (KPIs) and their application in service quality monitoring and improvement.
Analytical and conceptual skills: Proven ability to analyze service data and develop actionable concepts to enhance efficiency and customer satisfaction.
Mediation and diplomacy: Skilled in diplomatic communication and conflict resolution to mediate challenging service situations effectively.
Communication excellence: Excellent verbal and written communication skills with a customeroriented and solutiondriven approach.
Team collaboration: A reliable team player with strong interpersonal skills and a cooperative working style.
Proactive attitude: Demonstrates a handson mentality and takes initiative to solve problems and improve processes.
Professional presence: Engaging appearance confidence and assertiveness in customer and stakeholder interactions.
Emotional intelligence: High level of emotional awareness and empathy with the ability to navigate sensitive customer concerns.
System thinking: Strong ability to understand and operate within complex organizational structures and workflows.
Your gains
- Further professional development Become part of our international team and an exciting environment that will revolutionise the telecommunications market for IoT
- An exciting environment that will revolutionise the mobile market for IoT with simplicity
- Varied agile work in a young company with an international team where fun is not neglected
- Short decisionmaking paths and plenty of room for manoeuvre with us you can really get involved and help shape the future
- Trustbased working hours laptop mobile phone and the option to work remotely
- Modern office in a central location with drinks fruit office snacks subsidised Urban Sports Club membership and excellent public transport connections
- platform for your wellbeing
Your contact
About us
Take your 1NCE in a lifetime opportunity !
Are you ready to join us in shaping the future of the IoT 1NCE offers you unique career opportunities in one of the fastest growing markets in the world.
At 1NCE we are committed to providing equal employment opportunities to all individuals regardless of their race color religion gender sexual orientation gender identity national origin age disability veteran status or any other legally protected status.We value diversity inclusion and equity and believe that a diverse and inclusive workforce is a key driver of our success.
We strive to create a workplace where everyone feels valued respected and empowered to bring their full authentic selves to work. We are dedicated to providing a fair and equitable hiring process that ensures all candidates are evaluated based on their qualifications skills and experience without bias or discrimination.
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Required Experience:
Manager
Employment Type
Full-Time
