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Trusted Shops SE (DE)

2 days ago

Director Customer Care (m/f/d)

Hybrid · Cologne, Nordrhein-Westfalen, Germany Cologne, Nordrhein-Westfalen, Germany

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AI TL;DR

You will lead the Customer Care team to enhance service excellence and customer satisfaction. This role involves driving operational performance and implementing innovative service processes in Cologne.

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Solid listing · 60/100 against the market band on this page.

Interview prep for this job

  1. What would you ship in the first month as Director Customer Care (m/f/d) at Trusted Shops SE (DE)?
  2. Which tradeoff in the description would you ask about first?
  3. How do you explain a production incident to this team?
  4. What would you measure in the first two weeks?
  5. Which part of your last project maps to this stack?

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Job description

You will lead the Customer Care team to enhance service excellence and customer satisfaction. This role involves driving operational performance and implementing innovative service processes in Cologne.

Details

  • Cologne, Nordrhein-Westfalen, Germany, hybrid (8 days/month on site)
  • Full-time, Permanent
  • 5+ years of leadership experience in Customer Care or Service Operations
  • Business-fluent English and German communication skills

The work

  • Lead and develop Customer Care Team Leads
  • Improve key customer service KPIs like AHT, SLA, and CSAT
  • Drive service excellence by evolving standards and processes
  • Implement automation and AI initiatives for better service quality