Hey, you look like you might be our new  CTQ Specialist

Support

Berlin, Germany

Full-time

Are you an experienced Support professional? Do you have the ability to train associates, update our knowledge base and inspire a high-quality standard of service by delivering constructive feedback? If this sounds like you, then we’d love to chat!

Our Support Team has been growing rapidly in Germany, and as such, we need CTQ Specialists to advise our support team in the backend, take responsibility for customer, restaurant and courier partner support and to monitor our quality of support. You will be working together with our Leadership team to develop strategies to improve our customer service experience and satisfaction. In addition, you will work on improving our training material, updating our knowledge base, reviewing processes and delivering feedback to ensure great quality support of our associates on a daily basis. Furthermore, you’ll need to be comfortable with leading by example, helping others when they're in doubt and raising the bar of the service we provide, day in and day out.

What you'll be doing:

  • Leading our training program for new hires and existing support employees in classroom training sessions, but also during shifts ensuring an efficient and good customer experience 
  • Organising a smooth transition from nesting to live hand over to the Team Lead
  • Escalate serious behaviour or performance issues, missing information or organisation to Team Leads 
  • Collecting performance feedback through live-monitoring and pass on to the respective Team Leads by writing detailed reports and daily evaluations
  • Delivering constructive feedbacks to new team members and Team Leads 
  • Organising a constant feedback flows between teams
  • Reviewing a set amount of support contacts and grade them on their quality
  • Acting in Wolt’s best interest always
  • Most importantly being an active part of the team! As a team, we do common things uncommonly well

What we offer

  • Cool office in Berlin
  • Independent work in a dynamic, international team
  • A fast-growing tech company with many career opportunities 
  • Attractive salary package 
  • Discount on Wolt orders
  • Modern work equipment
  • Various soft drinks, coffee, and fruits in the office
  • Urban Sports Club membership subsidy
  • Weekly all-hands meetings and regular team events
  • Flexible working hours policy + 30 days of paid vacation

Our humble expectations

  • Experience with contact center operation, ideally in e-commerce
  • You know how to use Google Slides, PowerPoint (or similar), Google Sheets, Excel (or similar) and preferably, not necessarily created some content before
  • You are a fast learner and know how to adapt to new situations easily
  • Fluent in German and English 
  • Ability to work 32-40h per week
  • You have a proven track record in previous support roles in terms of KPIs and/or feedback from colleagues
  • A high skill level in either PS or CS – proficiency in both beneficial, but not required
  • An ability to understand our Support operations on a broad level and how all of the aspects of the operation are connected to each other
  • You can set priorities correctly, have impeccable time management skills, problem solving is something you love and you like to think outside the box, unconventionally and/or observe things from new perspectives
  • An ambitious and motivated colleague who can create an energetic and happy environment during shifts
  • Proactive team player and a true doer
  • And last but not least you love to praise, motivate, support and train our associates, you pay attention to detail, you are a value driver, Support Principles run through your veins, in all conversations you believe in the right answer in the right way, you can analyse how to drive a conversation in the right direction, you know how to give constructive, written and in person feedback and assist others to do better - the sky is the limit!

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply.
Make sure to add your CV and get the conversation going! We will invite applicants to an interview based on their application.

 If this sounds like an opportunity you want to pursue, apply already today!

Apply now

Basic information

Attachments

You're welcome to send us supporting docs, e.g. a resume and a cover letter. Please only submit PDF files.

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    Product: Juan, Data - portrait
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    Portrait - green background.jpg
    Portrait - purple background.jpg
    Portrait - blue background.jpg
    Portrait.- neutral background.jpg
    Portrait - purple background.jpg