(Junior) Customer Care Manager (all)

<h3>We are 1NCE</h3> <p>1NCE is a pioneering company at the forefront of reshaping the IoT connectivity landscape. As a key player in the industry, we are on a mission to change the telecoms/IoT landscape. With a focus on innovation, customer satisfaction and industry leadership, 1NCE is ready to change the system.</p> <h3>Your team</h3> <p>Join our Customer Care Team and be the face and voice of 1NCE for our customers!</p> <h3>Your mission</h3> <p><strong>Manage customer care processes:</strong> Oversee all customer care and service operations within the company, including coordination with external service providers such as call centers.</p><p><strong>Ensure SLA compliance:</strong> Monitor compliance with contractual service level agreements (SLAs) and continuously track the status of customer inquiries and processing timelines.</p><p><strong>Evaluate customer feedback:</strong> Analyze customer feedback and implement appropriate measures to enhance customer satisfaction through structured feedback loops.</p><p><strong>Define and track service KPIs:</strong> Support the definition of key service metrics and regularly monitor their development to optimize service processes, including reducing processing times.</p><p><strong>Assess service quality:</strong> Contribute to the qualitative evaluation of customer calls and emails to ensure alignment with service policies and high-quality standards.</p><p><strong>Monitor customer communications:</strong> Closely oversee all customer communication across 1st- and 2nd-level support teams to ensure consistency and responsiveness.</p><p><strong>Lead customer care improvement projects:</strong> Take ownership of specific projects aimed at improving customer care processes and enhancing the overall customer experience.</p><p><strong>Act as cross-functional liaison:</strong> Serve as the main point of contact for internal departments and external partners on customer care-related matters.</p> <h3>Your skills</h3> <p><strong>Educational background:</strong> Degree in Business Communication or a related service-oriented field.</p><p><strong>Customer service experience:</strong> More than 3 years of professional experience in Customer Service, ideally in dynamic and customer-centric environments.</p><p><strong>Language proficiency:</strong> Fluent in German (C1 level) and English (B2 level), enabling effective communication across diverse teams and customer groups.</p><p><strong>Technical proficiency:</strong> Strong knowledge of Microsoft Office tools and a very good technical understanding relevant to customer service operations.</p><p><strong>Understanding of KPIs:</strong> Solid grasp of common call center key performance indicators (KPIs) and their application in service quality monitoring and improvement.</p><p><strong>Analytical and conceptual skills:</strong> Proven ability to analyze service data and develop actionable concepts to enhance efficiency and customer satisfaction.</p><p><strong>Mediation and diplomacy:</strong> Skilled in diplomatic communication and conflict resolution to mediate challenging service situations effectively.</p><p><strong>Communication excellence:</strong> Excellent verbal and written communication skills, with a customer-oriented and solution-driven approach.</p><p><strong>Team collaboration:</strong> A reliable team player with strong interpersonal skills and a cooperative working style.</p><p><strong>Proactive attitude:</strong> Demonstrates a hands-on mentality and takes initiative to solve problems and improve processes.</p><p><strong>Professional presence:</strong> Engaging appearance, confidence, and assertiveness in customer and stakeholder interactions.</p><p><strong>Emotional intelligence:</strong> High level of emotional awareness and empathy, with the ability to navigate sensitive customer concerns.</p><p><strong>System thinking:</strong> Strong ability to understand and operate within complex organizational structures and workflows.</p> <h3>Your gains</h3> <ul><li>Further professional development - Become part of our international team and an exciting environment that will revolutionise the telecommunications market for IoT</li><li>An exciting environment that will revolutionise the mobile market for IoT with simplicity </li><li>Varied, agile work in a young company with an international team where fun is not neglected</li><li>Short decision-making paths and plenty of room for manoeuvre - with us, you can really get involved and help shape the future</li><li>Trust-based working hours, laptop, mobile phone and the option to work remotely</li><li>Modern office in a central location with drinks, fruit, office snacks, subsidised Urban Sports Club membership and excellent public transport connections</li><li>Nilo.Health platform for your well-being </li></ul> <h3>Your contact</h3> <p>Vladimir Kaiser<br/>If you have any questions about the position: <a href="mailto:jobs@1nce.com">jobs@1nce.com</a></p>