Job Description
The freenet Group is the largest network-independent telecommunications provider in Germany. The company is also establishing itself in the field of digital lifestyle as a provider of solutions based on the use of the Internet and the control via smartphone. Freenet AG markets mobile telephony services from Deutsche Telekom, Vodafone, E-Plus and o2 under its own name.
For our subsidiary Media Broadcast TV Services GmbH in Cologne, we are looking for active support in full time as soon as possible:
Customer Service Manager Freenet TV (w / m) - Media Broadcast TV Services GmbH
THE MAKE IT POSSIBLE:
Maintenance and further development of the knowledge database
Preparation of training documents and execution of initial trainings
Support and close collaboration with the Head of Customer Care
Intensive collaboration with other departments, such as marketing and engineering department
Service management including 3rd level function, key figure management, maintenance of the knowledge database, training, customer experience
Quality management including quality measurements in all contact channels, implementation of improvement measures
Volume and budget management, including support for forecasting, reporting, capacity management
Tool and process management including processing of special cases, support in the operational and technical process design and improvement
Complaint handling and complaints management
YOUR SKILLS:
At least 3 years of experience in customer care (in-house or with the service provider), usually in a staff or management function
Experience in service provider control and process design
Good technical and procedural understanding, fast comprehension
Experience in the design and documentation of processes
Experience in creating meaningful reports and statistics
Experience in the design of FAQs and discussion guides
Experience in the design of training documents including training experience
Experience in operational administration of customer care solutions such as IVR, ACD, CRM, knowledge databases, etc.
Independent, self-responsible and goal-oriented work
Customer-oriented thinking
Good to very good English skills in spoken and written English
THE EXPERIENCE OF US:
If you would like to contribute to a future-oriented company with flat hierarchies and you would like to experience the exciting business of the digital lifestyle, then we should get to know each other. You can also find extensive information at: www.media-broadcast.com .
A GROUP. ALL POSSIBILITIES.
You should preferably apply online or send your complete application with an indication of the source and your salary requirements:
[email protected] • Media Broadcast TV Services GmbH • A company of the freenet Group • Erna-Scheffler-Strasse 1 • 51103 Cologne