Head of Customer Service (m/f/d)

Customer-oriented processes and communication: For efficient processes in general customer service, analyze existing processes and continuously develop them with a focus on customer satisfaction – including automated customer communication. In addition, you will design and advise standard communication such as price letters, contract confirmations, status reports or contract offers, and start matching reports. Holistic CRM management: You implement our CRM strategy and continually opt for it. In close cooperation with sales, marketing, product management and IT, you use CRM data for sound decisions. So you opt for processes along the entire customer journey – from initial contact to customer retention. Quality management: You establish a system to ensure data quality, carry out regular checks, analyze deviations and conduct practical improvement measures. Escalation Management: You take the sovereign control in escalation cases, process special cases, complaints and contradictions solution-oriented and ensure high service quality. Leadership and further development: You guide the teams in customer service and CRM professionally, organizationally and economically. In doing so, you support employees and develop a qualified, motivated team for the future.

You have completed university studies in the field of economics, for example in business management, business informatics or a comparable field of expertise. You will bring a reliable understanding of market mechanisms and competitive structures in the energy industry. Ideally, you have experience with the Wilken ENER:GY accounting system as well as with the implementation and use of CRM systems – in particular with regard to the upcoming introduction of a new CRM system as an exciting future project. Your own initiative, joy in dealing with numbers and the will to actively shape change and innovation processes are your characteristics.

A varied field of activity in a growing energy supply company An attractive salary package according to TVV including 13. Monthly content Pension (VBL) 30 days off Various fitness and sports facilities for health promotion Flexible working hours as part of a sliding time model Homeoffice (mobile work) possible in consultation Working canopy Modern work equipment: laptop, service handy Corporate and Social Benefits like Bikeleasing, Free Coffee, Corporate Benefits Further training according to field of activity A free staff parking directly at the site Benefit-Bar: Grant to the ÖPNV Monthly Card/DE Ticket or Kita grant or Hansefit grant Various grants (insurance benefits, canteen grant)