Online marketplaces have never been this awesome.
As an e-commerce Marketplace, Metro Markets GmbH works with hundreds of Vendors(suppliers) within Germany, Europe and beyond, managing thousands of products to deliver on our customer’s needs while providing great service.
We are currently looking for an exceptional “Project & Process Manager” to join our Customer Service team at our Dusseldorf office (Limited one year contract). Some of your main responsibilities will be, but not limited to the following:
1. E2E Management of Customer Service-related projects
2. Proactive and independent identification of improvement potentials and implementation/execution of corresponding projects
3. Reporting on project status and progress
4. Creating & aligning processes to resolve customer inquiries
5. Maintaining content in customer portal & internal systems
You've got
6. Process management & mapping capabilities
7. Strong analytical e.g., Power BI know how and organizational skills
8. Monitor and evaluate the effectiveness of customer service processes and training programs, making recommendations for improvements as needed.
9. Work closely with stakeholders and customer service teams to understand their needs and develop processes to improve the performance of the Contact Centers
10. Oversee the development of training materials for customer service teams, including online courses, workshops, and presentations.
11. Conduct Train-the-Trainer sessions
12. Continuous development of our training materials
13. First contact for any kind of process management-related questions, coaching questions, process feedback for the contact center and internal interfaces
14. Coordination with all relevant interfaces and documentation of all service-relevant information as well as ensuring standards (handouts, processes, etc.)
15. reating ,maintaining and developing training material
16. Deliver and coordinate train the trainer, trainings and refreshers
17. Excellent communication skills English & C1 level German is required. Dutch language skills are a plus.
18. Willingness to travel (within Europe)
We've got
19. Innovative product and exciting career opportunities in an agile environment with a start-up mentality
20. A diverse and vibrant international environment of 70+ different nationalities
21. Flexible working hours and hybrid working with also flexible home office policy
22. 30 days of vacation per year
23. Full support from METRO Group – our mother company
24. Metro Card for shopping at discounted rates & company discounts with renowned brands
25. JobRad for commuting
26. Health and wellbeing support
27. Language courses subsidy for professional growth
28. Attractive referral program
29. Team events, MeetUps, and TechTalks
30. And much more
About us
We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.