Full-timeStart: immediately

Junior Customer Service Manager (all genders)

ABOUT YOU SE & Co. KG

Hybrid | Hamburg, Germany | Experienced

Jobs
Junior Customer Service Manager (all genders) – Hamburg, Germany

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About our Business Department

In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.

Get to know the department and teams Your Team

What To Expect

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)

Who You Are

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

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A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.