Hey – there’s a revolution going on! A revolution in digital entertainment. Every day millions of people around the world choose to be more thoughtfully entertained, informed and educated by listening to fascinating stories and all forms of fictional and non-fictional content on their smartphones and other mobile devices.
Audible.de , an Amazon company, is the leading provider of premium digital spoken audio information and entertainment on the internet, offering customers a new way to enhance and enrich their lives every day. Audible’s content offering comprises more than 150,000 audiobooks and audio plays from 800 publishers. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the iPhone and Android smartphones. Audible is also the preeminent provider of spoken-word audio products for Apple’s iTunes® Store.
Put aside your experiences or perceptions of customer service; Audible takes Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every contact and decreasing customer effort. When you join the Audible family you’re welcomed into a team that values the importance of supporting a culture where all employees are empowered to be innovative, solutions oriented, advocates for success and like to have fun doing so.
Based in Berlin, Audible is looking for a Manager, Customer Service Operations – Italy (m/f).
Main Responsibilities:
• Implement a customer service platform for our newly created Italian market place.
• Execute Training and QA for vendor´s agent
• Coordinate and execute translation for all customer facing documents, as well as internal communication e.g. Training-material, Knowledge center, Help center
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Utilize strong performance management practices to ensure goals are met/exceeded for all contact centers.
• Partner with business leaders to implement market specific initiatives, collaborate and innovate to solve business issues, and provide valuable feedback with associated recommendations.
• Maintain and improve call center operations by monitoring service level performance, identifying and resolving operational and capacity issues, preparing and completing action plans and completing staffing plan audits and analyses.
• 20% international travel required.
Your profile:
• 3+ years in a Customer Care leadership role. You’re an experienced Customer Care professional with demonstrated experience • managing / leading external teams. You have a deep understanding and knowledge regarding Customer Care operational processes and performance management.
• Robust experience in outsourcing partners management.
• Fluent in Italian and English (verbal and written).
• Conversational level of German highly appreciated.
• Demonstrated ability to identify performance opportunities and develop and implement action plans to improve performance.
• Proven track record in understanding customer concerns and resolution.
• Good time management and organizational skills. Team player who is self-motivated, has a sense of urgency and has the ability to multi task.
• You thrive and succeed in an entrepreneurial environment, and aren’t hindered by ambiguity or competing priorities. You can roll up your sleeves, dig in and get the job done.
Preferred Qualifications:
• Bachelor or Master Degree in relevant field
• Self-starter capable to taking initiative and working with minimal direction.
• Solid understanding of operational processes such as forecasting, budgeting, intraday, etc.
• Excellent reporting and analysis skills.
Sounds interesting? If you are looking for a new challenge in an innovative company, where you will have the opportunity to shape and influence the business with the results of your work, where you will be surrounded by an engaged and fun team, Audible is your next stop! Do not hesitate to send us your application with all details together with your cover letter.
Please use our application tool.
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Bitte geben Sie bei Ihrer Bewerbung folgende Referenznummer an: JD-509449