Head of Customer Service M/F

Created on 17-05-2018

Location Berlin

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Description

• You have operational and strategic responsibility for FlixBus' international customer service
• You manage our external service providers and are in responsibility for the quality they deliver
You drive the optimization of quality, costs, processes and continuous alignment of the customer service to a scalable and sustainable concept especially under the focus of industry 4.0
• You are assuring the expansion of FlixBus into new markets and countries by delivering quality service from the beginning of a new market entry
• You are responsible for the ongoing development and empowerment of your leadership team to ensure a professional approach to new tasks and challenges
• You are working on the strategy to ensure efficient and high-quality customer service including new IT solutions
• You are in charge of setting up the strategic roadmap for the whole business unit and assigning responsibilities accordingly
• You report directly to the management • 5+ years of relevant working experience as a manager in customer service or similar
• Experience in indirect guidance of big internal and external teams
• Profound knowledge about actual trends in this area
• Ability to multitask in a fast-paced environment
• Entrepreneurial way of thinking and willing to take risks
• 360 degree understanding of the customer
• Strong analytical skills and mindset regarding business KPIs
• Fluent in English; every other European language is a plus