Customer Success Manager Germany and Netherlands (m/f/d)

METRO Markets; Düsseldorf; Hybrid; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

METRO Markets recherche un Customer Success Manager pour gérer des commandes à forte valeur ajoutée avec une attention particulière à la communication et à la résolution des problèmes. Le candidat idéal a une maîtrise du néerlandais et de l'allemand et est à l'aise dans un environnement de travail dynamique et international.

Leistungen

30 jours de congés par an

Programme de santé et de bien-être

Soutien aux cours de langues

Réduction sur les produits Metro

Événements d'équipe et MeetUps

Qualifikationen

• Expérience prouvée dans le service client.
• Maîtrise de l'allemand et du néerlandais.
• Expérience dans le commerce électronique est un atout.

Aufgaben

• Suivi des données des commandes à forte valeur ajoutée.
• Gestion des demandes de niveau 3 (réclamations et plaintes).
• Communication proactive avec les clients au sujet des cas.

Kenntnisse

Communication

Problème de résolution

Compétences interpersonnelles

Compétences analytiques

Gestion des conflits

Tools

Excel

PowerBI

Jobbeschreibung

Customer Success Manager Germany and Netherlands (m/f/d)

Online marketplaces have never been this awesome.

As an e-commerce marketplace, METRO Markets GmbH (part of the METRO Group) works with hundreds of partners within Europe and be-yond, managing thousands of products to deliver. We are aiming for fulfilling our customer’s needs while providing a great service.

We are looking for an analytical and communicative Customer Success Manager with fluent German and Dutch, who will ensure that high value orders are taken care in a proper matter.

Based on data in our system, you will be able to spot relevant signals and react timely.
You will monitor high value orders proactively and provide exceptional customer service to our global customer base, resolve any customer issues and provide product knowledge and guidance.

Your future responsibilities:
• Tracking data for high value orders in internal systems and react accordingly.
• 3rd Level requests handling (claims & complaints) such as Escalations Management and Warranty & Special Requests handling
• Proactive case monitoring and proactive customer communication
• Handling of negative Customer reviews
• Point of contact for all kinds of enquiries raised by high value customers

You've got

• Proven experience within Customer Service
• Strong communication skills both written and oral
• Proven conflict management and problem-solving skills
• Strong interpersonal skills with the ability to work effectively within dynamic teams
• Confident, driven, assertiveness and proactive attitude
• Excel and PowerBI skills
• Analytical skills (for root cause analysis)
• Native/Fluent in German and Dutch.English : communicational safe
• Previous experience working within customer service in the e-commerce (ideally)

We've got

• Innovative product and exciting career opportunities in an agile environment with a start-up mentality
• A diverse and vibrant international environment of 70+ differ-ent nationalities
• Flexible working hours and hybrid working with also flexible home office policy
• 30 days of vacation per year
• Full support from METRO Group – our mother company
• Metro Card for shopping at discounted rates & company dis-counts with renowned brands
• JobRad and JobTicket programs for commuting
• Health and wellbeing support
• Language courses subsidy for professional growth
• Attractive referral program
• Team events, MeetUps, and TechTalks
• And much more

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.