Customer Service Specialist – Contact Centre (mfd)

For our Customer Service team in Düsseldorf we are looking a Customer Service Specialist (m/f/d) to join us at the earliest possible starting date.

YOUR RESPONSIBILITIES:

• Drive the achievement of all key contact centre KPIs to meet organizational targets (e.g. CSAT FCR SLA).
• Continuously enhance contact centre workflows to improve efficiency and customer experience.
• Supervise the daily operations of third-party CC providers across EMEA ensuring service excellence and adherence to Standard Operating Procedures (SOPs).
• Resolve complex end-user complaints and manage critical escalations to closure.
• Monitor actual contact volume against forecasts on a weekly basis coordinate with providers to adjust staffing levels and ensure cost-efficient operations without compromising service quality.
• Collaborate closely with HQ on system maintenance and incident management. (productdefects or major service incident).
• Establish and maintain the local Knowledge Base.

• Bachelors degree or above preferably in a technical field (e.g. telecommunications computer science software engineering) or similar.
• Minimum 35 years of experience in a contact centre environment with a strong technical background preferably in consumer electronics or connected products. Candidates with hands-on project experience in building or restructuring a knowledge base will be given priority.
• Excellent communication skills in person written over telephone and email;
• High level sense of responsibility and professionalism strong sense of teamwork customer service patience and perseverance;
• Enthusiastic about electronic devices and new technology;
• Salesforce knowledge is a plus;
• Proficient in German and English; Chinese Mandarin language is a plus.

• Bachelors degree or above preferably in a technical field (e.g. telecommunications computer science software engineering) or similar.
• Minimum 35 years of experience in a contact centre environment with a strong technical background preferably in consumer electronics or connected products. Candidates with hands-on project experience in building or restructuring a knowledge base will be given priority.
• Excellent communication skills in person written over telephone and email;
• High level sense of responsibility and professionalism strong sense of teamwork customer service patience and perseverance;
• Enthusiastic about electronic devices and new technology;
• Salesforce knowledge is a plus;
• Proficient in German and English; Chinese Mandarin language is a plus.

Long before the Smart Home concept became fashionable ECOVACS Robotics (ECOVACS) was already at the forefront of innovation in smart home robotics exploring new ways for robots to transform homeowners lives. ECOVACS more than 25 years of work in service robotics has seen the company transformed from a visionary startup into a global corporation with a Mission of Robotics for All. Designed to change the way people live and work ECOVACS robotics are now being used in over 145 countries and regions around the world.

Our guiding Vision - Advancing robotic technologies to serve the world to create a holistic ecosystem between human and robotics in lifestyle and production.