Service Support Specialist (m/f/d) E-Commerce

J&T Express is a fast-growing international logistics company specialising in e-commerce and last-mile delivery.

As we continue to expand our operations in Germany, we are looking for a Service Support Specialist (m/f/d) to support the daily coordination of our customer service operations, strengthen service quality and help develop effective training structures for internal teams and external BPO partners.

Your Role

As a Service Support Specialist (m/f/d), you will act as an important interface between J&T Express, our BPO service providers and internal teams.

You will support operational communication, analyse service performance, conduct quality checks and develop practical training materials to improve customer service processes and service standards.

Your Responsibilities

• Manage day-to-day communication and coordination with BPO service providers
• Calculate and review invoices and forecast expected customer service volumes
• Deliver operational training and develop practical training and course materials
• Conduct quality checks of phone calls and online chats, focusing on language, service attitude, issue resolution and documentation
• Train and support employees in the use of relevant internal systems
• Develop training courses and assessments for frequently occurring customer service topics
• Analyse quality and performance data, identify issues and support improvement measures

Your Profile

• At least two years of relevant experience in customer service operations, BPO management, e-commerce, logistics or a comparable environment
• Experience in developing training materials and delivering operational training
• Strong analytical skills and the ability to identify issues through data and support informed decision-making
• Experience in quality monitoring of customer service channels, including phone and online chat
• Structured, reliable and solution-oriented working style
• Strong communication skills and confidence in working with internal teams and external service providers
• Fluent German and English

What We Offer

• A responsible role in a fast-growing international logistics company
• Close collaboration with customer service teams, BPO partners and international stakeholders
• A dynamic working environment with short decision-making processes
• The opportunity to actively shape service quality and training processes
• Strong growth potential and opportunities for professional development
• A varied role with a high level of ownership and practical impact

Interested in joining J&T Express?

We look forward to receiving your application.