Overview

GWD Energy GmbH is a one-stop service provider in development, engineering, procurement, and construction operations (DEPCO) for various new energy projects and systems. As a pioneer of clean energy and sustainable ecosystems, we focus on customized solutions ranging from distributed rooftop PV power station design, installation and construction, operation, and maintenance to energy storage systems, etc., for households, industrial, and commercial buildings. GWD establishes a core team of experts and talents from the new energy industry. The extended network, in-depth knowledge, and specialized skills enable us to deliver tailored solutions to our clients. An inclusive and upward team culture awaits more family members. Together, we can make a difference in a cleaner and greener future.

Job Title: Customer Service Manager

Location: GAP 15, Graf-Adolf-Platz 15, 40213 Düsseldorf, Germany

Salary：EUR 57k - EUR 78K

Position Overview:

The ideal candidate will lead a team of trained product experts who provide our customers with a delightful, frictionless experience.

Responsibilities

• Lead and manage the customer service team to deliver high-quality service and support to customers, ensuring their satisfaction and retention.
• Develop and implement customer service policies, procedures, and standards to optimize service delivery and enhance the customer experience.
• Handle escalated customer inquiries and complaints in a professional and timely manner, resolving issues effectively to achieve customer satisfaction.
• Monitor and analyze customer service metrics, such as response times, resolution rates, and customer feedback, to identify areas for improvement and implement corrective actions.
• Collaborate with other departments, including sales, marketing, and operations, to address customer needs and improve overall service delivery.
• Train and mentor customer service representatives, providing guidance and support to enhance their skills and performance.
• Stay updated on industry trends, market developments, and competitor activities to maintain a competitive edge in customer service.
• Implement customer service technologies and tools to streamline processes, improve efficiency, and enhance the customer experience.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience in customer service management, preferably in the renewable energy or technology industry.
• Strong leadership and management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset and the ability to build rapport with customers.
• Problem-solving abilities and the capacity to handle difficult situations with diplomacy and tact.
• Proficiency in customer service software and systems, such as CRM platforms and ticketing systems.
• Ability to work effectively in a fast-paced environment, prioritize tasks, and meet deadlines.
• Commitment to continuous learning and professional development in the field of customer service.