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Junior Customer Service Manager (all genders)
Hamburg, GermanyPosted 13 days agoFull-time
Job details
Company
ABOUT YOU SE & Co. KG
Location
Hamburg, Germany
Employment type
Full-time
Seniority
Entry level
Primary category
Other
Posted date
23 Apr 2026
Valid through
Job description
- Operational Management: 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
- Quality Management: Collaboration with service providers and their quality leads to ensure quality standards, customer satisfaction, and other quality-related KPIs
- Ensuring Optimal Performance: Driving BPO performance through motivation and feedback, as well as developing action plans and closely collaborating with overhead management
- Process Optimization: Analysis, evaluation, and continuous improvement of internal and external processes and interfaces
- Collaborative Partnerships: Close alignment with our external partners and internal stakeholders such as Controlling, Tools, and Communications
- Strategic Development: Contributing to the development of the service landscape and managing transitions during partner onboarding and offboarding
- International Communication: Regular communication with our international BPO partners (5–10% willingness to travel)