Head of Customer Service
Db Equipment AS
- Frist Snarest
- Ansettelsesform Fast
At Db we're looking for a Head of Customer Service to join our team
About the job
We are seeking a dynamic and experienced Head of Customer Service to lead our Customer Service strategy and execution. You will be responsible for overseeing that our customer service holds world class standards for our end consumers. The ideal candidate will have a strong background in building customer service departments for strong brands in a direct-to-consumer business or e-commerce retailer and a passion for creating exceptional customer experiences.
Key Responsibilities:
- Lead, mentor, and develop a team of customer service representatives to deliver outstanding customer support.
- Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
- Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
- Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Continuously evaluate and improve customer service processes and systems to increase efficiency and effectiveness.
- Work closely with other departments, such as sales, marketing, and logistics, to ensure a cohesive customer experience.
- Provide ongoing training and development opportunities for the customer service team to enhance their skills and knowledge.
- Prepare and present regular reports on customer service performance to senior management.
About you:
- Experience: Minimum of 5 years of experience in a customer service leadership role, preferably in an e-commerce environment.
- Strong business acumen with experience building KPI dashboards and similar setup for customer service.
- Strong leadership, communication, and interpersonal skills. Ability to handle high-pressure situations and resolve conflicts effectively.
- Familiar with customer service software and tools, such as CRM systems. Familiar with customer service software and tools, such as CRM systems, live chat and AI chatbots, and call center tools.
- A deep understanding of customer needs and a commitment to delivering exceptional service.
- Problem-Solving: Strong analytical and problem-solving skills to identify issues and implement solutions.
Om arbeidsgiveren
Db was founded in Norway by engineer Truls Brataas and freeski legend Jon Olsson. Their goal was simple - to redefine travel gear and enable meaningful journeys. Today, we’re still independently owned and spend our days designing backpacks, carry bags, luggage, and accessories for the creative outdoors. After over a decade in the game, we’re proud to have several awards to our name. These include four Red Dot design awards, six Gazelle awards following exponential growth, multiple ISPO design awards, and Truls was a recipient of the International Ernst & Young Entrepreneur of the Year award. Our team of 70 people is located across Scandinavia, Europe, and the US. At Db we are travelers. Dreamers. Optimists. We believe that the world will be better tomorrow than it is today. We believe in family. Open architecture. Bridges, not walls. We believe that journeys — in our backyards, across oceans, and through outer space — have the power to open our minds and shape our lives. At Db, we exist to help enable meaningful journeys. In 2023 Db was B Corp certified, based on a proven commitment to do better for the planet, our people, our customers, and our community.
- Sektor: Privat
- Sted: Mølleparken 2, 0459 Oslo
- Hjemmekontor: Delvis hjemmekontor
- Bransje: Butikk og varehandel, Tekstil, Transport og logistikk
- Stillingsfunksjon: Kontor og administrasjon, Koordinering, Kundeservice
- Arbeidsspråk: Engelsk
Nøkkelord
kundeservice strategi, kundesupport, effektivitet, teamledelse, kommunikasjon
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Annonseinformasjon
- FINN-kode 396458015
- Sist endret
