Customer Service & Operations Supervisor overseeing client service activities at DFDS. Ensuring compliance and operational efficiency while managing a diverse team in Marseille.
About the role
- Customer Experience Specialist engaging with DM customers via multiple channels. Providing support, resolving issues, and contributing to overall customer satisfaction in a hybrid setting.
Responsibilities
- Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
- Identify and resolve customer issues or concerns in a professional and efficient manner
- Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
- Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
- Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
- Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
- Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
- Maintain excellent communication and service quality with customers to foster long-term engagement
Requirements
- At least 2 years of experience in Customer Service role or a similar customer-facing role
- Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
- Exceptional problem-solving skills
- Ability to remain calm and composed in stressful or tense situations
- Strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize them
- Fluent in English and German.
Benefits
- Free shares plan
- Hybrid / remote work
- Corporate events
- Referral policy
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