Head of Contact Centre (f/m/d)

You will report to Chief Customer Services Officer and will be in charge of building a Contact Centre from scratch. Once the Contact Centre team is up and running, you will be responsible for day-to-day management. You will organise people, processes and technologies into one big harmony and provide our clients with customer experience they will rave about it.

Activities that will fill up your work day:

  • Hire, train and lead the contact centre team and keep tuning it to achieve optimal performance
  • Manage advanced administrative and account management work supporting all aspects of the client service workflow including new clients’ on-boarding, phone & chatbot coverage, online web support
  • Act as a point of contact between clients and our technical support and development teams
  • Become an ambassador of continuous improvement in customer care and a proud evangelist of a customer-centric culture
  • Establish a proactive service measurement program in partnership with the Customer Service team to ensure a best-in-class customer experience
  • Facilitate smooth hiring, onboarding and training of new team mates
  • Leverage solutions from external vendors in order to stay ahead of competitive trends and create business efficiencies

Who are you:

  • You have University degree, ideally with financial or technology background
  • You have at least 5 years of relevant experience in a Customer Service Centre
  • You know the KYC in detail and are familiar with compliance rules in Germany/EU
  • You are an accomplished team leader who understands importance of team work, who can motivate and inspire large teams working in fast pacing Customer Services environment
  • You have experience in dealing with CRM systems
  • You have strong organizational skills, you have a process-driven mindset as well as analytical skills
  • You are passionate about customer experience, you are a relentless communicator, you possess creative mind
  • Du sprichst fließend Deutsch (and your English is pretty perfect as well)
  • Accepted file types: pdf, doc, docx, txt.
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