Your Responsibilities
For our Customer Service team in Düsseldorf, we are looking a Customer Service Specialist (m/f/d) to join us at the earliest possible starting date.
YOUR RESPONSIBILITIES:
- Drive the achievement of all key contact centre KPIs to meet organizational targets (e.g., CSAT, FCR, SLA).
- Continuously enhance contact centre workflows to improve efficiency and customer experience.
- Supervise the daily operations of third-party CC providers across EMEA, ensuring service excellence and adherence to Standard Operating Procedures (SOPs).
- Resolve complex end-user complaints and manage critical escalations to closure.
- Monitor actual contact volume against forecasts on a weekly basis, coordinate with providers to adjust staffing levels, and ensure cost-efficient operations without compromising service quality.
- Collaborate closely with HQ on system maintenance and incident management. (product defects or major service incident).
- Establish and maintain the local Knowledge Base.
Your profile
- Bachelor's degree or above, preferably in a technical field (e.g., telecommunications, computer science, software engineering) or similar.
- Minimum 3–5 years of experience in a contact centre environment with a strong technical background, preferably in consumer electronics or connected products. Candidates with hands-on project experience in building or restructuring a knowledge base will be given priority.
- Excellent communication skills in person, written, over telephone and email;
- High level sense of responsibility and professionalism, strong sense of teamwork, customer service, patience and perseverance;
- Enthusiastic about electronic devices and new technology;
- Salesforce knowledge is a plus;
- Proficient in German and English; Chinese Mandarin language is a plus.
What we offer
- The possibility to work independently in an experienced, vibrant and highly motivated team
- To grow with us in a dynamic and fast-growing environment
- The chance to develop and implement your own ideas
- Direct insurance/Saving plan
- Job ticket or free parking place
- Gym support
- Employee discount on ECOVACS robots
- Fresh fruit, coffee, water and more
Contact Us
If you would like to write the future of robotic technology, join our ride and send us your complete application, salary expectation and the earliest start date in English via the application link.