Job Description
At arenaflex, we're on a mission to revolutionize the way people and goods move around the world. As a leading logistics and delivery company, we're committed to providing exceptional customer experiences and building a culture of innovation, collaboration, and growth. We're now seeking an experienced Customer Services Assistant Manager to join our team in Germany and lead our frontline operations to new heights. **About arenaflex** arenaflex is a dynamic and fast-growing company that's changing the face of logistics and delivery. With a strong presence in Germany and a growing global footprint, we're committed to providing flexible, reliable, and affordable delivery solutions to individuals and businesses alike. Our team is passionate about innovation, customer satisfaction, and employee engagement, and we're looking for like-minded professionals to join our journey. **Job Summary** As a Customer Services Assistant Manager at arenaflex, you'll be responsible for leading our frontline operations teams to deliver exceptional customer experiences and achieve operational excellence. You'll work closely with our Customer Service Team Leaders, Managing Directors, and other stakeholders to drive business growth, improve customer satisfaction, and develop a productive and achievement-oriented working environment for our employees. **Key Responsibilities** * Manage frontline operation teams to ensure operational excellence and excellent customer service * Produce accurate reports, identify root cause, and come up with relevant action plans to address gaps in relation to team, department KPIs, and service quality standards * Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores * Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction * Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 and L2 operations are functioning at their optimum * Complete ad-hoc assignments from CX Functional team * Contribute to arenaflex growth in Germany * Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.) **What You'll Need** * Degree holder with a proven track record of stakeholder management * Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite * Ability to communicate effectively with people at different levels * Ability to develop, implement, and review policies and procedures * At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity * A sound knowledge and understanding of contact centre management principles * Excellent command of written and communication skills in German and English * Experience in a logistics or start-up environment would be an advantage * Experience in a multi-location, multi-cultural environment is a plus **What We Offer** * Competitive salary and benefits package * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Flexible working hours and remote work options * Access to cutting-edge technology and tools * Comprehensive training and development programs * A fun and supportive team culture **Work Environment and Company Culture** At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe in fostering a culture of innovation, collaboration, and growth, where our employees feel valued, empowered, and motivated to achieve their best. Our office is located in the heart of Germany, with easy access to public transportation and amenities. **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including: * Competitive salary * Comprehensive health insurance * Retirement savings plan * Paid time off and holidays * Flexible working hours and remote work options * Access to cutting-edge technology and tools * Professional development opportunities * Recognition and rewards for outstanding performance **How to Apply** If you're a motivated and experienced professional with a passion for customer service and leadership, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our team's success. **Candidate Privacy Notice** arenaflex respects your privacy and is committed to protecting your personal data. Please take time to read and understand our Candidate Privacy Notice, which can be found on our website. Apply for this job