Head of Customer Service
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Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
- Lead and develop a large and diverse team promoting collaboration proactivity and a customer-centric mindset.
- Manage relationships and contracts with workshop networks negotiating rates and overseeing KPIs and incident resolution.
- Oversee analytics and reporting across all areas proposing improvements to optimize efficiency and quality.
- Coordinate Inbound and Outbound Customer Service operations through channels such as Freshdesk and Twilio.
- Manage online reputation (Trustpilot Google My Business) and implement continuous improvement initiatives.
- Lead the Documentations team ensuring efficient and risk-free vehicle transfer processes to the final customer.
- Drive process automation to reduce handling time and enhance overall customer experience.
Qualifications :
- Degree in Business Administration Economics or related fields; MBA or complementary training is a plus.
- Experience leading large teams (20 people) in Customer Service After-Sales or similarly complex environments.
- Strong continuous-improvement mentality strategic approach and results orientation.
- Experience managing third-party agreements negotiations and KPI tracking.
- Excellent analytical organizational and strategic planning skills.
- Experience in process automation and managing complex operational workflows.
- Knowledge of Freshdesk Twilio and the Google Workspace environment (Sheets Drive Analytics).
- Experience with data visualization and reporting tools (Tableau Redash).
- C1 level of English (spoken and written).
Additional Information :
- Permanent contract and competitive compensation package with real opportunities for growth based on performance.
- Flexible compensation options.
- A dynamic and diverse international environment within a fast-growing company.
- Access to continuous training through Auto1 Academy and biannual performance evaluations.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Marketing & Promotions
- Attorney At Law
- Jni
- Airlines
- Art
About Company
AUTO1.com is Europes largest wholesale platform for used cars. More than 60,000 partner dealers in over 30 countries actively digitize their used car business with AUTO1.com technologies and services. Buyers have access to a cross-brand inventory of over 30,000 inspected used cars. S ... View more
