Referent Customer Service SAP refers to a person who is responsible for providing customer service support for the SAP software - Carlyle, United States - Nexus Dynamics

Nexus Dynamics

Verified Company

Carlyle, United States

3 weeks ago

Posted by:

Meredith Sinclair

beBee Recruiter

Description

About the role:

As a key member of our customer service transformation team, you will bring in optimization and automation ideas and actively lead the implementation of new (digital) solutions and projects that prioritize our customers.

You will take the lead in driving and convincing stakeholders from conception to sustainable implementation for the initiated optimizations.

Your responsibilities will also include collecting and connecting complex data from various sources related to customer behavior and feedback, developing our customer-oriented KPI setup, and deriving improvement opportunities from the analysis.

You will strategically prepare valuable insights from customer behavior analysis and make them transparent to the organization and management. This will raise awareness for our customers and enable the derivation of insights, learnings, and optimization measures. Your initial focus will be on optimizing our written customer contact to increase customer satisfaction. This will involve analyzing the current state and developing new service journeys for this touchpoint.

With new standards (such as GPT, automated text blocks, templates, and manuals) and automation (bot solutions), you will take our written communication (including complaints) to the next level, both internally and with our external service partners.

As a key driver for the development and implementation of quality management processes and guidelines, you will see every complaint as an opportunity to actively improve our customer service.

This means analyzing the reasons for complaints and proactively taking the initiative to implement and maintain measures within the framework of quality management.

What we are looking for:
You have experience in process and project management (classical, agile) and are not afraid