Account Lead Customer Service (m/f/d)

Probably our grounded and solid name has brought you to it: MUUH! is a different company. With us, it becomes clear who is courageous to represent his position, is uncomfortable to himself, continues to think in every project and simply loves what he does. We give you a lot of freedom and responsibility: In our great teams, you can grow your tasks and, together with strong personalities in the fields of consulting, technology & solutions, raise the customer interfaces of various companies to a new level. actively shape the transformation of our customers and become part of our extraordinary team. We look forward to experiencing unique MUUH!ments with you! MUUH! is the End-2-End Partner for Customer Experience. We are consultants, tech agency, system integrator, creative agency and boutique BPO under one roof. In the field of digital dialogue, we support established and innovative digital communication channels for our customers – from community management to live chat and messaging to review & rating management. Together we create lively customer and community interactions and create service experiences that remain in the mind. Account Manager (m/w/d) Permanent job, Full time · Osnabrück, Homeoffice

As Account Lead (m/w/d) Customer Service, you enter the account of a well-known enterprise customer from the consumer electronics industry and control a versatile customer service setup across different channels and tasks. The focus is on the operational and disciplinary leadership of employees and teams, the cross-border management of a multi-layered account, as well as the effective combination of topics, interfaces and responsibilities. You are the central contact person for account stakeholders as well as internal and external interfaces and ensure the reliable interconnection of customer side, internal teams and external partners. You run teams from community management, voice of the customer, product & shop reviews as well as a support team for complex customer concerns professionally, operationally and disciplinary. You give the independent teams a clear framework, set priorities and support them in important decisions. You moderate and accompany cross-departmental votes, projects and escalations. You prioritise new requirements and translate them into clear action needs, responsibilities and structures. You develop processes, governance and quality standards and keep KPIs in mind, customer satisfaction, risks, capacities and personnel needs. You ensure reliable reporting and correct accounting and performance documentation and coordinate cooperation with external partners. You strengthen customer loyalty, develop customer relationships strategically and identify potentials for business development, cross- and upselling.

Account Management: You have several years of experience in managing complex customer accounts and coordinating cross-departmental structures – ideally in a digital, service-oriented or customer-centric environment. Leadership experience: You bring several years of experience in the professional, operational and disciplinary leadership of several teams and team management. Digital customer interaction: You bring a good understanding of digital customer communication and service-oriented processes. Analysis strength and control competence: You quickly capture new or initially unclear requirements, identify essential relationships and guide clear priorities and sustainable solutions. Organizational understanding: You recognize dependencies at interfaces, have a good sense of different interests and can safely move into complex organizational structures. Communication and moderation strength: You have a talent in dealing with different stakeholders and can inspire, simulate and mediate – in a manner that is safe to negotiate in German and fluent in English.

A dynamic, dedicated team with flat hierarchies, a collaborative corporate culture and a lot of design playroom. A responsible, versatile and challenging activity with space for your brave, uncomfortable and outstanding ideas. An open and lived feedback culture as well as regular strategy talks and individual training opportunities. We celebrate together on numerous team events in our in-house disco, enjoy an evening beer at our Bar Central and let the year end with an outstanding Christmas celebration. Exclusive sports at our gym or our sports hall. Grant to your JobBike & JobTicket. In addition, there are: 20% employer grant for your occupational pension scheme. Your job location Working in a unique atmosphere? Can you have it? At Hageloft, modern open-space working environments in industrial style, lab rooms of various thematic worlds and interiors for creative exchange, an outstanding coffee bar and much more await you. Of course we have a modern Apple workplace, flexible working hours and places. You have the opportunity to work in the home office, but should be on the spot in Osnabrück for two to three days. .