Our job advertisement appeals to you, but you don't quite meet the 100% requirement? No problem - we'll make up the missing percentage together. We see customer satisfaction as the key to our future success. We work in a dynamic and agile way, are communicative and enjoy establishing and developing excellent service and processing quality in customer service.
Your tasks
You will be responsible for quality assurance of the customer service processes handled by external service providers in Shared Service. You will derive measures to improve these processes. The development, establishment and implementation of quality assurance standards for the comprehensive quality assurance of telephone, written and digital customer contacts and their documentation are also part of your range of tasks. You will also ensure the ongoing optimization of current customer service processes, taking into account and reviewing digitization options, and actively participate in digitization projects. You will be responsible for documenting and preparing all required customer service processes in the knowledge database and implementing training tools for internal and external agents. You will also be responsible for the strategic and operational transfer of customer service processes to the shared service, including the accompanying communication tools such as the website, customer letters and text modules. In a nutshell, you will transfer customer service processes to the shared service and take over the quality assurance of external service providers. This also includes the development, establishment and implementation of quality assurance standards for telephone, written and digital customer contacts.
Your qualifications
You have a degree in business administration or a comparable qualification on board. You have experience in quality assurance, preferably in customer service processes, trainers and/or experience with training concepts and their implementation. You are characterized by a strong customer and service orientation, have an independent and solution-oriented way of working and bring a high degree of flexibility. Enjoying digital processes and working with people round off your profile.
Benefits
Teamwork instead of hierarchical thinking The success of the team is what counts for us, which is why we support each other. We don't have traditional hierarchies: instead of breathing down your neck, our managers prefer to have your back. Plenty of freedom for your own ideas We give you plenty of freedom to work independently. We look forward to your ideas - we value your willingness to actively help shape processes, products and solutions. Training & development: developing your potential from day one It is very important to us that you can develop your potential freely - from your very first day at work. You will not only benefit from a comprehensive induction, but also from further training measures tailored to your needs. Health at enercity Your health is particularly important to us, which is why our workplaces are designed according to the latest ergonomic requirements. In addition, the company medical service is always there for you if you have any questions about health issues and prevention. Everything for your work-life balance From flexible working hours and mobile working to the enercity crèche and support for caring for relatives: We do our best to help you achieve the best possible work-life balance. Attractive pay As a company, we are often geared towards the start-up mindset, but not when it comes to your remuneration. In addition to an attractive and secure salary, you benefit from special payments and a company pension scheme, for example. Get to know all the benefits We are excellent! Our top priority is to ensure that all employees can fulfill their potential. To this end, we offer them an environment that opens up a wide range of opportunities. A nice side effect: we receive seals that confirm this.