Team
Raisin has been very successful in recent years in delighting its customers by enabling deposits and investments without barriers throughout the EU. In order to better serve our customers, we are looking for a dynamic and experienced specialist to lead and develop our CS Training and Quality team. The role involves communication with our external service providers as well as close collaboration with other internal departments. Furthermore, the responsibility for the development of the team as well as the conception and further development of our training and quality concept is in your hands. In addition to training, the team also conducts quality measurements of our customer service agents. This requires excellent communication and interpersonal skills and a strong understanding of customer service. You additionally possess a great passion for improving customer satisfaction? Then, join us!
Your Responsibilities
- Lead a team of trainers and quality experts
- Coordinate the onboarding and training of new agents, both internal and external
- Coordinate fresh-up trainings for existing agents, both internal and external
- Develop a quality management framework to ensure that Customer Service agents are performing their duties in the right way
- Provide feedback and coaching to customer service agents to improve their skills and performance
- Understand how onboarding can take the organization to the next level and clarify how the new employee will meet the organization's needs
- Ensure an efficient onboarding program to ensure a shorter ramp-up time, continued quality assurance, and quick adoption of compliance best practices for Raisin
- Hold yourself accountable and be genuine with your team, instilling in them a sense of trust in your working relationship
- Keep up-to-date with industry trends and best practices in customer service
- Passionate about customer service with a proven track record of improving customer satisfaction through training and development.
- Excellent communicator with strong interpersonal skills
- Solid understanding of customer service principles and best practices
- Creative problem-solver who can evaluate situations and provide effective solutions
- Minimum of 2 years of experience in leading positions of either a training and / or a quality department within any customer service organization
- Being enthusiastic for Customer Service quality
- Very good German (native speaker would be preferred) and English language skills
- Strong leadership skills and a role model for positive attitude.
At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which, connects more than 40 different nationalities.
You'll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.
As part of our team, you will benefit from:
- Personal training budget of 1,700 € and four full training days per year.
- Access to Udemy and Babbel for continuous learning.
- Free choice of hardware.
- Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
- Flexible working hours, home office and 28 vacation days.
- Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
- A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
- Do you miss being in the office? The corporate ticket gets you there, which we subsidize with €25 per month (BVG Firmenticket for Berlin and HVV ProfiTicket for HH).
- You are moving from another country or city to join us? We will support your relocation.
