Incident & Knowledge Manager Customer Care (m/f/d)

Recruiter
Zalando
Location
Berlin
Posted
01 Oct 2021
Closes
06 Jan 2022
Ref
3455682
Function
Customer Service
Level
Manager
As Incident & Knowledge Manager (w/m/d) in our Customer Care Department you are responsible for coordination and communication across multiple teams in case of incidents affecting the Customer experience and for the optimization of internal Knowledge Management and workflows for the internal information database.
WHERE YOUR EXPERTISE IS NEEDED
  • Monitoring and reporting of all bug and incident tickets as well as the corresponding escalation with the ability to perform ad hoc reporting and analysis as needed.
  • Control and conduct a proactive communication with all relevant organizational interfaces and take over the responsibility of quality of results, processing times and adherence to service levels in the Incident Management process.
  • Coordinational and functional interface for internal knowledge sources and transfer into knowledge base articles, work instructions and guidelines for Customer Care specialists.
  • Implementation and further development of the Information and Knowledge,- Info,- Incident Management concepts for the sustainable assurance of standards and improvement on the way of working of the team.
WHAT WE'RE LOOKING FOR
  • Gathered first relevant work experience (ideally in the Customer Care environment).
  • Strong interest in business processes, demonstrated problem-solving and analytical skills using data to drive decisions in a business environment.
  • Excellent written and verbal communication skills and proven ability to influence internal stakeholders without authority.
  • Pronounced teamwork and social skills, in combination with a strong "Can do" attitude and entrepreneurship.
  • Experiences in information processing with electronic media; dealing with Salesforce, Pigeon, Jira and Confluence are beneficial.
  • As part of our international team, you are fluent in English, German is a plus.
BENEFITS
  • A motivated and multinational team of experts to inspire and support you. There's no time for boredom at Zalando!
  • A detailed, fully compensated training. Furthermore, you can look forward to comprehensive on the job training and personal development opportunities in a rapidly growing company
  • Great salary as well as benefits. How about 40% discount on our online shop, free fruit and drinks every day, parties and team events to name just a few
  • A corporate culture where your skills are judged only by your results-our motto: every day is casual Friday

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
INTERESTED?
We're looking forward to your application. Please note that all applications must be completed using the online form - we do not accept applications via e-mail

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