Customer Service Manager / Vendor Manager (m/w/d)
Core
Manage external service partners to ensure high customer service quality and satisfaction for the SHK (plumbing, heating, climate) and electrical industry.
Role type
Customer Service Manager / Vendor Manager
Builds
Customer service operations and processes for SHK and electrical trade businesses
Domain
Home services (SHK/Electrical) / Customer Experience
Required skills
Vendor management, Customer service management, KPI/SLA analysis, Process optimization, Escalation management, Documentation creation, Cross-functional collaboration
Preferred skills
Experience with external call-center providers, Insurance or Assistance industry background, Call-center sales experience
Technologies
Salesforce, Zendesk
Responsibilities
Operate and steer customer service operations with external partners, Analyze KPIs/SLAs and lead optimization measures, Develop and refine service/sales/retention processes, Manage complex customer escalations, Create and maintain training materials and scripts, Collaborate with Network Management, Sales, IT, Compliance, and Product Management
Seniority
Mid-Senior, hands-on IC
