Global Customer Service Manager (m/f/d)

DEKRA Automobil GmbH; Stuttgart; Hybrid; EUR 52,000 - 80,000; Full time

Benefits offered by this job

30 days vacation

Flexible, mobile working

Internal training and qualification

Profit-sharing scheme

Company pension

Job bike leasing

Job ticket/transportation costs

Canteen with food subsidies

Job summary

DEKRA Digital & Product Solutions in Stuttgart seeks a Customer Service Manager to lead back-office support, coach the team, and optimize customer interactions. You will handle inquiries, drive service quality, and collaborate across sales and operations to ensure seamless delivery.

The role requires a degree in a related field and at least five years in customer service within the testing & certification sector, with Mandarin and English fluency and a plus for another European language.

Qualifications

• Degree in a related field
• Minimum five years customer service experience in testing & certification industry with coaching/mentoring
• Excellent verbal and written communication in Mandarin and English; another European language is a plus

Responsibilities

• Supervise and coordinate back-office support for the market segment, ensuring smooth communication with customers about sales and operational issues
• Provide guidance and support to team members, ensuring procedures are followed and high-quality results are delivered
• Handle customer inquiries and resolve issues professionally and efficiently
• Train and coach new and existing team members on customer service techniques and company policies
• Monitor customer feedback and implement improvements based on surveys and feedback
• Investigate and resolve customer complaints by identifying root causes and implementing corrective actions
• Maintain accurate records of customer interactions and team activities for reporting
• Collaborate with other departments (sales and operations) to ensure seamless service delivery

Skills

Team leadership

Coaching

Customer focus

Collaboration

Digital mindset

Results orientation

Education

Bachelor in Business Administration / International Business / Marketing / Service Management / Customer Experience Management

Job description

Tasks

• You supervise and coordinate the back-office support to the market segment, ensuring smooth communication with customers regarding sales and operational issues
• In addition, you provide guidance and support to team members, ensuring they follow procedures and deliver high-quality results
• You handle customer inquiries and resolve issues in a professional and efficient manner
• You train and coach new and existing team members on customer service techniques and company policies
• Additionally, you monitor customer feedback and implement improvements based on customer satisfaction surveys and feedback
• You resolve customer complaints by investigating issues, identifying root causes, and implementing corrective actions
• You maintain accurate and up-to-date records of customer interactions and team activities for reporting purposes
• Finally, you work closely with other departments, such as sales and operations, to ensure seamless service delivery

Qualifications

• A degree in Business Administration, International Business, Marketing, Service Management, Customer Experience Management, or a related field
• Minimum five years customer service experience in testing & certification industry with solid coaching and mentoring experience
• Excellent verbal and written communication skills in Mandarin and English; proficiency in an additional European language is a plus
• Strong collaboration, adaptability, results orientation, innovation, digital mindset, and customer focus
• Strong integrity, entrepreneurial mindset, and commitment to safety, security, and sustainability
• Pleasant personality and good communication skills

What we offer

• Attractive salary, incl. Christmas bonus and vacation pay as well as company profit-sharing scheme
• 30 days vacation
• Flexible, mobile working
• Internal training and qualification options
• Events such as ski cup, motorcycle meeting or Christmas party
• Other great benefits: company pension, job bike leasing, job ticket/transportation costs, employee discounts, canteen with food subsidies, internal company health management, parking spaces, and much more

About DEKRA

Safety meets knowledge and passion - that is why you can also rely on us as an employer and we provide safety in your life. In addition to an attractive salary, comprehensive social benefits and a company passion, we also provide you with the opportunity to work independently and take on responsibility from an early stage. We stand for many and varied career options and invest in your further development.