Customer Excellence Manager

2 semanas atrás

Lisboa, Portugal Emma – The Sleep Company Tempo inteiro

**Ready to lead, disrupt and reinvent the sleep industry?**

We are
**Emma - The Sleep Company**. We revolutionize sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe’s fastest-growing sleep innovation companies with 850 + team members representing over 65 nationalities at our international offices in Frankfurt, Manila, Lisbon, and Shanghai and Mexico City.

**What you'll do**:

- You will lead projects to continuously develop new/further contact center services.
- You will define contracts and service level agreements (SLA) including negotiation with contact center partners.
- You will analyze the relevant contact center metrics including quality management by creating reports to improve processes and participate in management meetings.
- You will define global contact center location and partner strategy.
- You will develop our Customer Service Team by being self-reliant in making decisions concerning your area.
- You will support recruiting of new customer service team members and offer guidance to outsourced contact center leadership team, quality analysts, 1st level and 2nd level support agents.
- You will work cross-functionally with other teams to ensure smooth running of customer service operations.
- You will work in an international environment.

**Who we're looking for**:

- You have significant experience in areas of contact center operations and management, customer services and business process outsourcing
- You have exceptional communication, interpersonal and customer service skills
- Your negotiation skills have a firm proof of concept
- You are fluent in English and ideally in German. Experiences in other languages are an advantage, but not essential
- You have knowledge of working with CRMs, helpdesks, project management tools & solutions are an advantage.
- Working with MS-Office is not unknown to you
- You are passionate about customer satisfaction
- You are an open-minded team player
- You have analytical skills and learn quickly
- You like to take on responsibility and can work independently
- You like to travel and meet new people

**What we offer**:

- A combination of personal and company growth to accelerate your career and help you reach your goals.
- The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.
- Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.
- To work and learn from experts in diverse fields and get to know your team members at exciting company events.

**Become an Emmie**

Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally.

Emma proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age.

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