Junior Customer Service Manager (all genders)

Job Description

• Coordination and management of day-to-day operations with our external call center partners, as well as monitoring key KPIs (CSAT, SLAs, AHT, etc.) and deriving actionable recommendations based on reports from various data sources
• Collaboration with service providers and their quality leads to ensure quality standards, customer satisfaction, and other quality-related KPIs
• Driving BPO performance through motivation and feedback, as well as developing action plans and closely collaborating with overhead management
• Analysis, evaluation, and continuous improvement of internal and external processes and interfaces
• Close alignment with our external partners and internal stakeholders such as Controlling, Tools, and Communications
• Contributing to the development of the service landscape and managing transitions during partner onboarding and offboarding
• Regular communication with our international BPO partners (5–10% willingness to travel)

Qualifications

• Successfully completed commercial training or a degree
• Initial professional experience in e-commerce or customer service
• Experience in quality assurance, training, or coaching
• Strong analytical skills as well as a structured and accurate way of working
• Strong customer focus and excellent communication skills
• Attention to detail and a positive can-do attitude
• Good proficiency in MS Office (especially Excel)
• Very good German and English skills, both written and spoken; additional languages are a plus