Customer Service role focusing on customs and foreign trade support for software applications. Engaging with customers to provide solutions and assistance while managing inquiries in Bremen.
About the role
- Customer Care Lead ensuring exceptional software support services within Nokia. Driving customer satisfaction through proactive relationship management and strategic service delivery.
Responsibilities
- Act as a single point of contact for Care Services, representing customer needs within Nokia and managing escalations when required.
- Deliver end-to-end Care services (case handling, emergency support, training, software upgrades) within agreed scope and budget.
- Manage the Care contract lifecycle, including handovers, entitlements, renewals, and service expansions.
- Maintain and update Care Plans, focusing on scope, risk, and penalty mitigation.
- Communicate effectively with customers and stakeholders, providing reports, updates, and managing KPIs.
- Oversee product and software lifecycle governance, ensuring timely notifications and alignment with sales strategies.
- Handle critical emergencies, ensuring rapid restoration and delivery of root cause analyses.
- Analyze cost and revenue data to optimize profitability and take corrective actions when needed.
Requirements
- Experience delivering on business to meet forecasted financial target accurately (Revenue, Cost, and respective Sales Margin)
- Experience in delivering CARE scope and meeting committed SLA's
- Customer & Service Delivery Management
- 6-8 years of extensive relevant experience in a similar function and leading customer support teams
- It would be nice if you also had:
- Ability to work within a large organization impacting different teams; cross-collaborating and influencing different teams
- ITIL/PMP Certification
Benefits
- Flexible working arrangements and additional flex benefits to support work–life balance
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Medical and life insurance plan, plus paid sick leave for added security
- Meal allowance to support daily needs
- Car allowance based on eligibility
- Well-being programs to support your mental and physical health
- Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
- A learning culture that promotes continuous personal and professional growth – for your role and beyond
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Managing Director for Wealth Custody and Clearing overseeing client experience and advisor support strategies. Leading innovation and operational excellence across the global service model.
Logistics Customer Service Representative at Nucor responsible for developing relationships with transport companies. Managing inquiries and maintaining logistics software in a dynamic environment.
Customer Service Associate managing customer inquiries for the Servicemembers' Group Life Insurance program while delivering top - quality service. Role can be remotely performed but proximity to office is required for certain situations.
Agent managing complex customer inquiries in energy, focusing on documentation and resolution. Supports customers with solar installations and electrical connections while ensuring quality service.
Customer Service Representative delivering exceptional support for billing and service requests at Liberty Utilities. Handling high - volume inbound calls in a fast - paced environment.
Customer Experience Associate at TD providing banking solutions and processing transactions. Ensuring a positive customer experience by addressing needs and promoting services.
Customer Care Representative managing client requirements and sales orders at Givaudan in New Jersey. Building relationships with customers and delivering exceptional customer experiences while handling inquiries.
Intern supporting Canon Financial Services with hands - on work experience on business projects. Collaborate with teams and develop skills during the summer internship program.
Expert in Customer Service and Logistics at KWS Austria ensuring efficient supply chain management. Leading team to optimize customer service and logistics processes for agricultural market.