Customer Experience & Prozessmanager (m/f/d)

With us you have the opportunity to actively shape customer service through your pleasure in quality and process improvements – in the sense of our customers: You develop and update standards, guidelines and process documentation to ensure a uniform and high quality level. You continuously analyze our quality-relevant KPIs, identify trends and causes of deviations, and conduct independent measures to improve customer experience in the field of customer service. A special focus is on customer complaints: You analyze their causes and initiate targeted solutions and action plans. In addition, you promote the continuous improvement of our FAQs to increase customer satisfaction and to offer customers “help for self-help”. You work closely with our agents in customer service and our external service provider. You will also be in exchange with other departments such as purchasing, logistics and sales. You use modern technologies and AI-based tools to effectively drive process improvements and implement innovative solutions. Last but not least, you are the main partner for the Zendesk tool and responsible for the support and development of the tool.

Completed commercial training or study. Experience in Customer Experience or Process Improvement First experience in trade and customer service – nice to have, but no need. Analytical, structured and solution-oriented thinking. Joy in team work. Experience with the Zendesk service management tool is desirable. Very good knowledge of German in word and writing. Safe handling of MS Office.

Modern work: We offer you a young, dynamic e-commerce department with flat hierarchies. Flexibility: Running time and mobile work make the reconciliation of job and private life easy. Attractive Benefits: holiday and Christmas money. Employee discount of up to 20%. Subsidised operating restaurant and occupational pensions.

Great location: Our location in Ulmer Norden is easily accessible by car and public transport. In addition, we have an office at the Spittelmarkt in Berlin – super central and perfectly connected. Future security: A crisis-proof workplace in a family-run company awaits you. .