Team Lead - Customer Service & Community Manager - part time (f/m/d)

Gitticonsciousbeauty; Berlin; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A beauty-conscious company based in Berlin is seeking an experienced Customer Service Team Lead to enhance customer experiences through effective communication and team leadership. Responsibilities include optimizing processes, administering customer service tools, and ensuring quality management. The ideal candidate should have over 3 years of customer service experience, strong leadership skills, and proficiency in German and English. This role offers a flexible hybrid work model and various perks to foster personal and professional growth.

Leistungen

Membership to Urban Sports Club

Monthly voucher for Wolt

Employee discounts

BVG-ticket

Flexible working conditions

Room for entrepreneurship

Qualifikationen

• 3+ years of experience in customer service.
• Experience in leading teams.
• Fluent communication skills in German and English.
• Highly customer-oriented and quick on the uptake.
• Personal interest in conscious beauty.

Aufgaben

• Communicate with customers across all channels.
• Lead and develop a team of customer service employees.
• Develop efficient team and process structures.
• Act as the voice of the customer within the company.
• Administer and further develop the customer service tools.
• Manage KPIs and customer service interactions.
• Observe trends in customer service.

Kenntnisse

Customer communication

Team leadership

Process optimization

Communication skills in German

Empathy and friendliness

Flexibility and improvisation

Tools

Gorgias customer service tool

Jobbeschreibung

What you will do

• Customer communication: You are responsible for communicating with our customers across all channels (email, WhatsApp, Messenger, telephone, social media) and creating an outstanding customer experience.
• Team leadership & development: You lead and motivate a team of internal and external customer service employees and promote their professional development. In doing so, you act as a mentor.
• Process optimisation: You will develop and implement efficient team and process structures in customer service.
• Voice of the customer: You will be the voice of our customers within the company and forward their feedback and enquiries to product development, marketing and the supply chain.
• Software: You are responsible for the administration and further development of our customer service tool Gorgias.
• Quality management: You are responsible for KPIs and regularly review customer service interactions.
• Trends & innovation: You observe trends and developments in customer service (e.g. automation, personalisation, AI) and actively contribute ideas for the future design of the department.

What we\'re looking for

• You have at least 3 years of experience in customer service.
• You have gained initial experience in leading teams.
• You have excellent communication skills in German and speak English fluent.
• You are empathetic and friendly and enjoy communicating with our customers via e-mail, telephone and other channels.
• You are highly customer-oriented and quick on the uptake.
• You are flexible and able to think outside the box.
• You have a talent for improvisation and are willing to take on challenges.
• You have a personal interest in conscious beauty.

Why you should join us

• Being part of gitti means working with an ambitious and highly motivated team that wants to set new standards. Every day brings a new challenge: our fast-paced, performance-oriented environment offers you great opportunities to learn and take on responsibility. We want to continue building gitt into an international brand. Join our team and be part of our journey.
• Room for entrepreneurship: Be creative, present your ideas and implement them from start to finish.
• Freedom to grow: Support for personal and professional development with individual development planning and on-the-job training.
• Flexible working conditions: hybrid working model, two months of remote working abroad per year, training and charity days.
• Incentives that make you happy: whether it's, a membership to Urban Sports Club or Class Pass or a monthly voucher for Wolt.
• Employee discounts.
• BVG-ticket.
• Big city flair: our office in the heart of Berlin makes dreams come true.