Program Lead Digital Customer Service (m/f/d)

As a Program Lead Digital Customer Service at Sixt, your main responsibilities include analyzing and optimizing the digital customer service journey, conducting gap analyses, driving self-service adoption, and continuously monitoring the performance of digital touchpoints. You'll be key in enhancing customer experience through proactive support and maintaining a comprehensive knowledge base.

To qualify for the Program Lead Digital Customer Service role at Sixt, you should have over 5 years of experience in customer service leadership, particularly focusing on self-service channels. Strong analytical and problem-solving skills, excellent communication abilities, and familiarity with customer relationship management (CRM) systems are essential.

Sixt offers various training programs aimed at personal growth and professional development for its employees. As a Program Lead Digital Customer Service, you'll have access to these resources, ensuring you stay updated on industry trends and enhance your skills.

At Sixt, the work environment is flexible and supportive. The company embraces a hybrid working model, offers flexible hours, and promotes a casual dress code. This creates a positive atmosphere where you can thrive personally and professionally as a Program Lead Digital Customer Service.

As a Program Lead Digital Customer Service at Sixt, you can enjoy generous time off including 28 vacation days, private health insurance, discounts on Sixt services, and additional perks like Coverflex to enhance your employee experience.

In your answer, highlight specific projects where you led the development or optimization of self-service channels. Discuss the tools you utilized and how they improved customer satisfaction and operational efficiency.

Consider mentioning strategies like enhancing the user interface, conducting user training sessions or webinars, and creating informative content. Discuss how these initiatives would lead to improved customer satisfaction.

Talk about key performance indicators such as customer satisfaction scores, self-service usage rates, and resolution times. Mention how you would regularly analyze these metrics to refine strategies.

Detail a specific situation where you identified gaps between customer expectations and service delivery. Discuss the approach you took to address these gaps and the resulting improvements.

Emphasize how data analysis informs your decision-making for developing strategies. Share examples of how interpreting data has led to actionable insights in your previous roles.

Explain your philosophy on interdepartmental collaboration. Provide examples of how working with other teams has improved customer service outcomes or processes in your previous experiences.

Describe a real-life example of a challenging customer issue you faced. Discuss the resolution process, focusing on communication and empathy while emphasizing your problem-solving skills.

List specific CRM systems, customer service software, and data analysis tools you've utilized. Talk about your experience with each tool and how it contributed to enhanced customer service.

Mention the resources you use to stay informed, such as industry publications, webinars, and networking events. Explain how this continuous learning benefits your professional growth and impacts your work.

Express your enthusiasm about Sixt’s innovative approach to mobility services, commitment to customer satisfaction, and the opportunity to drive meaningful changes. Tailor your response to showcase how your values align with Sixt's mission.