Customer Service Manager – Schwerpunkt Quality Management (all genders)

Job Description

• Collaboration with external service providers and their quality managers to ensure quality standards
• Continuous improvement of customer satisfaction and other quality-related KPIs
• Collaboration with the internal last-level team and other international teams to ensure quality
• Expansion and maintenance of the online support page
• Management of service providers within the scope of quality management and KPI development
• Development of quality dashboards in collaboration with other team members
• Further development of the quality concept
• Optimization of quality measurement
• Conducting regular calibration sessions internally and externally
• Process optimization in collaboration with internal and external stakeholders

Qualifications

• Successfully completed commercial training or a degree
• Initial practical 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
• Knowledge of an additional language is a plus