This is what your job entails Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to ensure qualitatively operational control and to continuously improve customer satisfaction.
Your task: You will establish a strategic international quality framework with international quality KPI. Also, you will strategically and continuously develop the skill concept according to customer expectations. You will keep the oversight of quality results/reports, control the results of training/optimization measures and decide on measures/actions derived from results or to meet the KPI targets.
Your contribution: With the responsibility for the international quality framework as well as for the CCM quality and customer survey KPI (such as customer satisfaction, first contact resolution or contact handling quality), you will play a vital role in shaping the future international standard quality processes at bonprix.
Your environment: CCM is transitioning to an international line organization. You will work in an international setting with colleagues from France, Germany, Italy, and Poland.
Your liberties: If you have a passion for Customer Service, like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape.
Requirements:What you bring along: Where bonprix is, is in front. For that, we need people like you who are simply more advanced in their thinking. Who think agilely and turn a "can't do" into a "can do". Ideally, you also bring the following with you:
Your education: You have successfully completed a study or an apprenticeship with a commercial focus.
Your experience: You are experienced in quality management methods and tools as well as customer care processes. You are proficient in understanding relevant KPI and interdependencies. Also, you are skilled in root cause analysis and deriving improvement options.
Your skills: You have a minimum B2-level English proficiency and very strong customer experience skills, so that you know how to improve it by impact assessment and analysing measured quality results.
Your soft skills: You are well experienced and enjoy working in an intercultural team setup. You thrive to work in a high-paced, sometimes stressful, and changing environment. And you also are enthusiastic and able to deal with conflicts in a positive and constructive way. You act with holistic thinking and strong customer focus. Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now!
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