Telesales role in a successful Legal Tech firm based in Heidelberg. Engaging and qualifying potential clients while collaborating with legal teams to drive growth.
About the role
- Customer Service Senior Analyst responsible for managing client relationships at NIO. Analyzing data and driving improvements in customer experience and operational efficiency.
Responsibilities
- Analyze customer service and customer behavior data to generate insights and propose improvement actions;
- Monitor KPIs (NPS, CSAT, AHT, FCR, among others) and present reports with diagnostics and recommendations;
- Data manipulation, development of analytical processes, and generation of customized data and analyses;
- Identify bottlenecks and opportunities in the customer journey and lead action plans for improvement;
- Collaborate with internal teams to ensure an integrated, resolution-focused customer experience;
- Serve as a technical reference for the customer service team, supporting them with data-driven analyses and recommendations;
- Handle resolution of complex cases with a focus on empathy, speed, and quality;
- Actively participate in strategic projects to evolve the customer service function;
- Manage operational incidents to ensure rapid problem resolution, minimizing impact for customers who contact human support.
Requirements
- Bachelor's degree in Business Administration, Engineering, Economics, Statistics, or related fields;
- Strong experience in customer service, preferably in analytical roles or continuous improvement functions;
- Data analysis tools (advanced Excel, Power BI, SQL, etc.);
- Knowledge of CRM systems (Salesforce);
- Experience with digital customer journeys or omnichannel support;
- Ability to translate data into practical, high-impact actions for customers;
- Strategic mindset and focus on delivering customer value;
- Familiarity with customer service automation tools and AI;
- Excellent verbal and written communication skills.
Benefits
- Meal and/or food allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Life insurance
- Private pension plan
- Profit-sharing program (PPR)
- Pharmacy assistance
- Childcare assistance
- Flexible working hours
- V.tal benefits club
- Extended maternity leave (6 months)
- Extended paternity leave (20 days)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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