Team Leader Digital Customer Service (m/f/d)

Germany's largest independent energy purchasing community e.optimum AG is a nationwide power supply company based in Offenburg and an annual turnover of over 800 million. Euro. We are a reliable partner for a total of 60,000 companies in all matters relating to electricity and natural gas supply. Our successful energy procurement and marketing concept continuously secures us a firm place in a future-proof industry. e.optimum AG belongs to Christian Funk Holding GmbH & Co. KG, a medium-sized group of companies with more than 600 employees.

Design the future of digital customer service Do you want to rethink customer service, actively drive digitization and create excellent customer experiences together with your team? Then a part of e.optimum and override the responsibility for our digital customer service. In this key position you shape the further development of our service processes, digital channels and innovative solutions around the products electricity and gas. In order to strengthen our team, we are looking for Senior Consultant (m/w/d) full time.

Professional and disciplinary leadership as well as targeted further development of the Digital Customer Service team with the aim of sustainably promoting self-responsibility, service orientation and quality awareness Monitoring, analysis and reporting of relevant service key figures (KPIs) as well as deriving and implementing appropriate measures to continuously improve service performance Ensuring high service quality across all digital customer contact channels from the ticket system to the customer portal to other digital services along the entire customer journey Initiation, control and implementation of digitalization, automation and innovation projects for the sustainable development of customer service processes, including the use of modern AI solutions such as voice and chatbots Further development of the CRM system and digital service platforms in close cooperation with IT and other relevant stakeholders Central interface function between customers, internal departments and sales partners as well as ensuring effective knowledge and information management around the products electricity and gas

Successfully completed studies or comparable commercial training acquired professional experience in digital customer service; Industry knowledge in the energy industry is a plus First or multi-year leadership experience and joy in developing and motivating people Safe handling of CRM systems, customer portals and digital service and communication processes High affinity for digitization, automation and process optimization as well as ideal knowledge in the use of AI solutions Embossed communication and leadership skills combined with a high customer orientation Analytical thinkability and security in handling key figures, reporting and data-based decisions Structured, independent and solution-oriented mode of operation Decision strength, sense of responsibility and a high degree of self-initiative Enthusiasm for changes and the active design of the digital customer service of the future Very good knowledge of German in word and writing complete your profile

Top Benefits: occupational retirement, health budget up to €1,500 p.a., bike leasing, free drinks, fruit basket, on-site fitness room and corporate benefits Workplace: Technically modern company campus, home office option, optimal transport and free parking Team Culture: Assistant Colleagues (m/w/d), Communication at eye level and an appreciation of corporate culture Development: Various training & development opportunities in a growing company Celebrate together: extraordinary corporate and team events that remain in memory