Customer Service Specialist – Contact Centre (m/f/d)

For our Customer Service team in Düsseldorf, we are looking a Customer Service Specialist (m/f/d) to join us at the earliest possible starting date.

YOUR RESPONSIBILITIES:

• Drive the achievement of all key contact centre KPIs to meet organizational targets (e.g., CSAT, FCR, SLA).
• Continuously enhance contact centre workflows to improve efficiency and customer experience.
• Supervise the daily operations of third-party CC providers across EMEA, ensuring service excellence and adherence to Standard Operating Procedures (SOPs).
• Resolve complex end-user complaints and manage critical escalations to closure.
• Monitor actual contact volume against forecasts on a weekly basis, coordinate with providers to adjust staffing levels, and ensure cost-efficient operations without compromising service quality.
• Collaborate closely with HQ on system maintenance and incident management. (product defects or major service incident).
• Establish and maintain the local Knowledge Base.

• Bachelor's degree or above, preferably in a technical field (e.g., telecommunications, computer science, software engineering) or similar.
• Minimum 3–5 years of experience in a contact centre environment with a strong technical background, preferably in consumer electronics or connected products. Candidates with hands-on project experience in building or restructuring a knowledge base will be given priority.
• Excellent communication skills in person, written, over telephone and email;
• High level sense of responsibility and professionalism, strong sense of teamwork, customer service, patience and perseverance;
• Enthusiastic about electronic devices and new technology;
• Salesforce knowledge is a plus;
• Proficient in German and English; Chinese Mandarin language is a plus.

• The possibility to work independently in an experienced, vibrant and highly motivated team
• To grow with us in a dynamic and fast-growing environment
• The chance to develop and implement your own ideas
• Direct insurance/Saving plan
• Job ticket or free parking place
• Gym support
• Employee discount on ECOVACS robots
• Fresh fruit, coffee, water and more