Head of Customer Service

Responsibilities:

• Development and implementation of a customer service strategy in Kazakhstan in accordance with BSH standards.
• Management of a network of authorized service partners, including conducting negotiations, agreeing on contractual and commercial terms, monitoring service quality, KPIs and SLAs.
• Management of the contact center, monitoring service quality, KPIs and SLAs. Monitoring warranty and service processes, the availability of spare parts, and compliance with global standards and local requirements.
• Management of the department’s budget, monitoring expenses, invoices and payments to partners, and optimizing service costs.
• Management of the spare parts procurement and logistics process.
• Handling customer complaints and complex escalations, ensuring a high level of customer satisfaction.
• Analyzing results, preparing reports, and implementing measures to improve the quality and efficiency of the service.
• Managing the team, developing employees, and improving the department’s performance.

• Higher education (technical, economic, or management). At least 5 years of work experience in customer service, after‑sales support, or operational management.
• Experience in managing a team, external partners, and a service network.
• Experience in budget management, cost control, KPI development, and SLA monitoring.
• Negotiation skills, contract management, and handling complex customer inquiries. Strong analytical, organizational, and leadership skills, with a focus on results and the customer.
• Proficient in MS Office; knowledge of SAP will be an advantage.
• Fluent in Russian and knowledge of English at a level sufficient for business communication with the regional team.
• Willingness to travel on business trips within Kazakhstan.

Conditions

• Team leadership
• Work in an international company
• Medical insurance coverage
• Language courses funded by the company (German, English, Turkish)
• One day per week working from home
• Social benefits and compensation package
• Comfortable and modern office environment
• Corporate art-therapist
• Employee Sales programm