(Junior) Customer Care Manager (all)

1NCE is a pioneering company at the forefront of reshaping the IoT connectivity landscape. As a key player in the industry, we are on a mission to change the telecoms/IoT landscape. With a focus on innovation, customer satisfaction and industry leadership, 1NCE is ready to change the system.Join our Customer Care Team and be the face and voice of 1NCE for our customers!

Manage customer care processes: Oversee all customer care and service operations within the company, including coordination with external service providers such as call centers.

Ensure SLA compliance: Monitor compliance with contractual service level agreements (SLAs) and continuously track the status of customer inquiries and processing timelines.

Evaluate customer feedback: Analyze customer feedback and implement appropriate measures to enhance customer satisfaction through structured feedback loops.

Define and track service KPIs: Support the definition of key service metrics and regularly monitor their development to optimize service processes, including reducing processing times.

Assess service quality: Contribute to the qualitative evaluation of customer calls and emails to ensure alignment with service policies and high-quality standards.

Monitor customer communications: Closely oversee all customer communication across 1st- and 2nd-level support teams to ensure consistency and responsiveness.

Lead customer care improvement projects: Take ownership of specific projects aimed at improving customer care processes and enhancing the overall customer experience.

Act as cross-functional liaison: Serve as the main point of contact for internal departments and external partners on customer care-related matters.

Educational background: Degree in Business Communication or a related service-oriented field.

Customer service experience: More than 3 years of professional experience in Customer Service, ideally in dynamic and customer-centric environments.

Language proficiency: Fluent in German (C1 level) and English (B2 level), enabling effective communication across diverse teams and customer groups.

Technical proficiency: Strong knowledge of Microsoft Office tools and a very good technical understanding relevant to customer service operations.

Understanding of KPIs: Solid grasp of common call center key performance indicators (KPIs) and their application in service quality monitoring and improvement.

Analytical and conceptual skills: Proven ability to analyze service data and develop actionable concepts to enhance efficiency and customer satisfaction.

Mediation and diplomacy: Skilled in diplomatic communication and conflict resolution to mediate challenging service situations effectively.

Communication excellence: Excellent verbal and written communication skills, with a customer-oriented and solution-driven approach.

Team collaboration: A reliable team player with strong interpersonal skills and a cooperative working style.

Proactive attitude: Demonstrates a hands-on mentality and takes initiative to solve problems and improve processes.

Professional presence: Engaging appearance, confidence, and assertiveness in customer and stakeholder interactions.

Emotional intelligence: High level of emotional awareness and empathy, with the ability to navigate sensitive customer concerns.

System thinking: Strong ability to understand and operate within complex organizational structures and workflows.

• Further professional development - Become part of our international team and an exciting environment that will revolutionise the telecommunications market for IoT
• An exciting environment that will revolutionise the mobile market for IoT with simplicity 
• Varied, agile work in a young company with an international team where fun is not neglected
• Short decision-making paths and plenty of room for manoeuvre - with us, you can really get involved and help shape the future
• Trust-based working hours, laptop, mobile phone and the option to work remotely
• Modern office in a central location with drinks, fruit, office snacks, subsidised Urban Sports Club membership and excellent public transport connections
• Nilo.Health platform for your well-being 

Vladimir Kaiser
If you have any questions about the position: [email protected]