Customer Service System Administrator in Homeoffice bei rebuy

Customer Service System Administrator (m/f/x) in Homeoffice bei rebuy

rebuy

Ready to become part of the most important mission on this planet? We are rebuy, pioneers in the sustainable reuse of electronics and media and we are looking for you! Our mission: to make circular living accessible to all, one transaction at a time. By giving products a second chance, we reduce resource consumption and avoid unnecessary e-waste.
Our team of 600 comes from all corners of the world; we drive things forward collaboratively, take personal responsibility, value positive critical thinking, and persistently serve our customers and planet.

As a Customer Service System Administrator, you will be responsible for maintaining and implementing customer service related systems
You will find lean ways how to optimise working flows for our customer service agents to be efficient and transparent
You analyse errors and proceed with troubleshooting where needed
In order to bring our customer service to the next level, you network strongly with our internal product team and lead projects such as guided help or smart FAQs on our Website etc.
Fresh ideas, thinking out of the box, paired with putting yourself in the shoes of a service agent is essential to the job and will help to you and the team to improve our customer service

Key Responsibilities:

You work independently on the realization of internal IT projects focusing on improving the overall system landscape on customer service
You manage and maintain all systems in customer service and make sure that a smooth usability is guaranteed
You see yourself as an internal service person who seeks to find the best possible solution by focusing on the overall customer strategy
You keep an overview and manage all system related contracts and licenses

You have at least 2 years of professional experience in the field of system administration in the Customer Service area

You have sound user and administration skills in relevant Customer Contact Management Tools knowing how important lean processes and features are
You are a strong communicator and enjoy liaising with internal customers
Pleasure in learning about new topics and technologies

How you’ll spend your time at rebuy:

Your first 3 months at rebuy will look like this:

You will go through a comprehensive onboarding in the operations area and get to know all processes hands-on.
You will deep dive into Customer Service topics and make yourself familiar with the customer service system landscape
Furthermore, you will review together with the customer service colleagues the challenges that need to be tackled first and work on an action plan of realization
You implement already the first improvements in order to help our agents to work more efficient and lean

Your tasks during the first year at rebuy:

In cooperation with the internal IT team, you aim to standardize and connect all customer service systems so that an easy and scalable handling is possible
In order to bring customer service to the next level, you support the training and quality department by looking into the option of implementing an e-learning system
You lead the project and work closely with your colleagues from the IT department in order to improve the customer journey by reviewing and implementing options such as chatbot and/or enhancing customer self-service on the website

Your tasks beyond the first year at rebuy:

Besides being the contact person for all technical queries in customer service, you actively look for new and better solutions on the customer service market in general by constantly challenging the status quo
Together with the customer service team, you are regularly assessing the needs and queries of the team and seek for improvements and a lean handling

You will know that you are doing a great job

When you improve our system landscape and ensure scalability and transparency of all customer service data
When you help to improve the average handling time of case handling
When you help rebuy to become even more customer-centric
When you contribute to reduce our customer contact rate
When you help to improve our agent satisfaction