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.
“Our mission is to provide information to customers and customer advisors via our tools and channels with the aim of preparing it in a way that's appropriate for the target group, so that customers can help themselves and, where this is not possible, to optimally support customer advisors in solving the problem. We fulfil this task by continuously analysing our content and the performance of our knowledge databases and deriving improvement measures on the basis of key figures.” – Ercüment Romanci, Head of Knowledge Management & Communications
We're looking for you to join the Knowledge Management & Communications Team, limited to 1 year.
Please be advised: Due to our international corporate culture, we publish all our job advertisements in English. Nevertheless a significant part of this job will be in German.
What you’ll do
You'll take over the technical and operational in-life management and the constant improvement of the digital customer service
You're responsible for communicating information to our customers and customer advisors via our knowledge management systems on our communication channels
You'll take care of the ongoing analysis and identification of areas of action on our communication channels for our customer and account managers
You'll contribute to the analysis and further development of relevant qualitative and quantitative key figures for measuring the success of customer service
Continuous quality improvement and coordinating the resulting cooperation with other specialist teams (e.g. Training and Quality Management and our internal and external locations) is part of your daily business
You act as a contact person for internal departments and service centers for the topics for which you¿re responsible (including sales, upselling, retention and winback)
You're involved in the creation of test case lists and test execution for system integration and user acceptance tests
What you’ll bring
You've a university degree or comparable training in the media sector as well as extensive know-how in the customer service center/call center area
You've already gained knowledge with content management systems – experience in Salesforce is an advantage
Experience in the use of tools for KPI improvement as well as very good MS Office skills (Excel, Word and PowerPoint) are a matter of course for you
Very good communication and presentation skills, both written and verbal, are among your strengths
You'll bring a positive attitude, self-motivation, team spirit, dynamism, creativity and the ability to work on your own initiative
You're characterized by comprehensive analytical and organizational thinking as well as strong customer and service orientation
You describe yourself as assertive, especially with regard to the implementation of identified measures
Very good German and good English skills, both written and spoken, round off your profile
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
Company pension scheme
Sky Company Bike
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.
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you. We're also happy to accept your application in German.
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 br>
People & Organisation br>
Your Contact: Simone Witzigmann