Global Customer Service Manager (m/f/d)

The customer service manager role will need to support the Global Key account manager following up enquiry, providing good service in order to achieving the orders and revenue yearly target.

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