d) Customer Service

MUUUH

44d•Hybrid

About The Position

MUUUUH! is an end-to-end partner for customer experience, acting as a consultant, tech agency, system integrator, creative agency, and boutique BPO. In the Digital Dialogue division, we manage established and innovative digital communication channels for our clients, including community management, live chat, messaging, and review & rating management. Together, we shape vibrant customer and community interactions and create memorable service experiences. As an Account Lead (m/f/d) Customer Service, you will manage the account of a well-known enterprise client in the consumer electronics industry. You will oversee a diverse customer service setup across various channels and functional areas. The focus will be on the operational and disciplinary leadership of employees and teams, the overarching management of a multifaceted account, and the effective integration of topics, interfaces, and responsibilities. You will be the central point of contact for account stakeholders as well as internal and external interfaces, ensuring reliable coordination between the client, internal teams, and external partners.

Requirements

Several years of experience in managing complex customer accounts and coordinating cross-departmental structures, ideally in a digital, service-oriented, or customer-centric environment.
Several years of experience in the technical, operational, and disciplinary leadership of multiple teams and team leaders.
Good understanding of digital customer communication and service-oriented processes.
Ability to quickly grasp new or initially unclear requirements, recognize essential connections, and derive clear priorities and viable solutions.
Ability to recognize dependencies at interfaces, have a good sense for different interests, and navigate complex organizational structures confidently.
Talent in dealing with different stakeholders, ability to inspire, mediate, and negotiate – fluent in German and proficient in English.

Responsibilities

Lead teams in community management, voice of the customer, product & shop reviews, and a support team for complex customer inquiries, both technically, operationally, and disciplinarily.
Provide a clear framework for independently working teams, set priorities, and support them in making important decisions.
Moderate and facilitate cross-departmental coordination, projects, and escalations.
Prioritize new requirements and translate them into clear action needs, responsibilities, and structures.
Develop processes, governance, and quality standards, while monitoring KPIs, customer satisfaction, risks, capacities, and personnel needs.
Ensure reliable reporting, correct invoicing, and performance documentation, and coordinate collaboration with external partners.
Strengthen customer loyalty, strategically develop the customer relationship, and identify potential for business development, cross-selling, and upselling.