Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe`s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
“One of the top priorities at Sky is to provide excellent customer service. Our Customer Service team ensures daily that response times are optimized across all contact channels and meet the expectations of our internal and external customers. Through the efficient use of resources and flexibility concepts, even unplanned needs (contact volumes) of our customers can be met in the best possible way.” – Ingo Janosch, Team Leader Operations Control
What you’ll do
- You'll be responsible for the development and implementation of the control strategy and roadmapYou're also jointly responsible for the operational capacity management of our internal and external service centers
- Ensuring that the service level of all classic and new customer contact channels is achieved, and thus creating a solid foundation for a high level of customer satisfaction, is part of your daily business
- As a contact person (m/f/d), you'll act as support for our partners for faults within customer service for rapid analysis and rectification
- You're responsible for the development, operation and optimization of instruments for the control of customer contacts and service centers
- You ensure efficient communication into the centers (internal and external) as well as out of the centers
- You take over tasks from the definition of requirements and participation in the development of the Contact Management Platform to the creation of appropriate reports on the performance of the daily business as well as permanent analysis of anomalies in the contact volume
- You can contribute to the day-to-day business by administering and operating the Contact Management Platform (CMP), the associated systems (DMS, IVR, Dialer, Messenger) and the monitoring tools
- As a communicative interface, you work closely with CS BI and Digital Services on the further development of reports and the CMP
What you’ll bring
- You'll bring good know-how in the area of Customer Service B2B and you've an affinity for numbers and CRM IT systems
- You've a high level of analytical and problem-solving skills
- Ideally, you've already gained some professional experience in the operational management of service centers, have a call center background or comparable activities
- Willingness to work shifts (07:00 -23:00 hours, 7 days a week) is a matter of course for you
- Your strengths include the ability to work under pressure and independently, as well as the ability to work in a team and be assertive
- Good office skills (esp. MS XLS) and good written and spoken English round off your profile
Our benefits:
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
- Free Sky Q
- Flexible working
- Company pension scheme
- Sky Company Bike
Inclusion:
We're proud to be an equal opportunity employer.
It is important to us to provide a fair and equal workplace for everyone. We strongly believe that a culture of diversity allows us to grow together and encourages creativity and innovation. Therefore, we will consider all qualified applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.
To find out more about working with us, search #WirbeiSky or #LifeatSky on social media.
A job you love to talk about.
Sky Deutschland GmbH
People & Organisation
Your Contact: Simone Witzigmann
People & Organisation
Your Contact: Simone Witzigmann
unlimited
Munich
Customer Service
March 16, 2022
5648 003780 M10
© 2021 Sky Deutschland
