Experienced Customer Services Assistant Manager – Frontline Leadership and Operational Excellence for arenaflex in Germany

At arenaflex, we're on a mission to revolutionize the way people and goods move around the world. As a leading logistics and delivery company, we're committed to providing exceptional customer experiences and operational excellence in every aspect of our business. We're now seeking an experienced Customer Services Assistant Manager to join our team in Germany, leading our Level 1 and Level 2 Contact Centre to new heights.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the face of logistics and delivery. With a strong presence in Germany and a growing global footprint, we're committed to providing fast, reliable, and affordable delivery solutions to our customers. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this exciting journey.

Job Summary

As a Customer Services Assistant Manager at arenaflex, you'll be responsible for leading our frontline operation teams to ensure operational excellence and excellent customer service. You'll work closely with our Customer Service Team Leaders, Managing Directors, and other stakeholders to drive business growth, improve customer satisfaction, and address business requirements. If you're a seasoned customer service professional with a passion for leadership and operational excellence, we want to hear from you!

Key Responsibilities

* Manage frontline operation teams to ensure operational excellence and excellent customer service

• Produce accurate reports, identify root cause, and come up with relevant action plans to address gaps in relation to team, department KPIs, and service quality standards
• Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores
• Provide effective coaching and performance management to Customer Service Team Leaders as required to enable employee success and customer satisfaction
• Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, to solve problems that address staffing requirements, work assignments, and other operational issues
• Complete ad-hoc assignments from the CX Functional team
• Contribute to arenaflex's growth in Germany
• Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

What You'll Need

* Degree holder with a proven track record of stakeholder management

• Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
• Ability to communicate effectively with people at different levels
• Ability to develop, implement, and review policies and procedures
• At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity
• A sound knowledge and understanding of contact centre management principles
• Excellent command of written and communication skills in German and English
• Experience in a logistics or start-up environment would be an advantage
• Experience in a multi-location, multi-cultural environment is a plus

Skills and Competencies

* Strong leadership and management skills, with the ability to motivate and inspire teams to achieve exceptional results

• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels
• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions
• Ability to work in a fast-paced, dynamic environment, with a focus on delivering exceptional customer experiences
• Strong knowledge of contact centre management principles, including KPIs, service quality standards, and operational excellence
• Ability to develop and implement policies and procedures, with a focus on continuous improvement and innovation

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Services Assistant Manager, you'll have access to a range of learning and development opportunities, including:

• Regular training and development programs to enhance your skills and knowledge
• Opportunities to work on high-profile projects and initiatives
• A dynamic and supportive work environment, with a focus on collaboration and teamwork
• A competitive salary and benefits package, with opportunities for career growth and advancement

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that's changing the face of logistics and delivery. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a work environment that's collaborative, supportive, and fun. As a Customer Services Assistant Manager, you'll be part of a high-performing team that's dedicated to achieving exceptional results.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A competitive salary and bonus structure
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• Opportunities for career growth and advancement
• A dynamic and supportive work environment, with a focus on collaboration and teamwork
• A range of perks and benefits, including flexible working hours, remote work options, and a generous parental leave policy

How to Apply

If you're a seasoned customer service professional with a passion for leadership and operational excellence, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Candidate Privacy Notice

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