Jobbeschreibung
Stepstone is a leading online job board in Germany, dedicated to connecting job seekers with their ideal employment opportunities. As a major player in the German job market, we had a key role in facilitating millions of job placements across various sectors and industries.
We are proud to be part of The Stepstone Group, a global expert in job-tech platforms. Being part of a global team allows us to leverage cutting-edge technology, data, and industry expertise to enhance our services and continuously innovate our technology to meet the job market's needs.
Do you love getting into the details of service processes, customer satisfaction and productivity metrics? Then this is the right job for you: help us to take our customer service to the next level by supporting our EMEA Service Management with analyses and key figures in decision-making and being available as a competent contact person with your know-how.
Your responsibilities:
- Analyse service KPI Performance Reporting and identify the root causes including actions to increase service performance were applicable
- Communicate and discuss service performance reports (results) with relevant stakeholders in all entities and on EMEA management level
- Automate service KPI performance reporting to limit the manual efforts and allow to always track performance
- Creation of "what-if" scenarios based on performance status to predict future performance development including of efficiency tracking of taken actions
- Support the definition and selection of KPIs that enable the performance results of all EMEA entities to be compared on an objective basis (same definition and use within EMEA entities)
- Strong analytical and process skills with focus on customer service
- Good understanding what service KPIs drive customer satisfaction and customer loyalty
- Accustomed to working with senior management (e.g. directors, general managers) and excellent stakeholder management skills
- High affirmation and understanding of CRM systems (Salesforce, One Sales/SAP, Oracle), reporting and planning tools such as PowerBI, Anaplan or Tableau
- Ability to prepare and drive decision making processes
We're a community here that cares as much about your life outside work as how you feel when you're with us. Because your job shouldn't take over your life, it should enrich it. Here are some of the benefits we offer:
- 30 days of holidays + 2 extra days for Christmas and New Year's Eve
- Hybrid working model
- Company pension scheme
- 24/7 Employee Assistance Programme
- Life Assurance Cover
- Volunteering days
- Job bike
- Discounted parking or job ticket
- In-house gym
- In-house barista
- And you can bring your dog to the office
Our commitment
Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.
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