Junior Customer Service Manager

Responsibilities

• Coordinate and manage daily operations with external call center partners
• Monitor key performance indicators (KPIs) such as CSAT, SLAs, and AHT to derive actionable recommendations
• Collaborate with service providers and quality managers to ensure high customer satisfaction
• Drive BPO performance through motivation, feedback, and the development of action plans
• Analyze and continuously improve internal and external processes and interfaces
• Coordinate closely with internal departments including Controlling, Tools, and Communications
• Support transition management during partner onboarding and offboarding processes
• Engage in regular exchange with international BPO partners, including occasional travel (5-10%)

Requirements

• Successfully completed commercial training or a university degree
• Initial practical experience in E-Commerce or Customer Service
• Experience in quality assurance, training, or coaching
• Strong analytical skills with a structured and accurate way of working
• High customer focus and excellent communication skills
• Proficiency in MS Office, particularly Excel
• Fluency in both German and English (written and spoken)
• A positive "can-do" attitude and strong attention to detail

About the Company

ABOUT YOU is one of Europe's fastest-growing e-commerce companies. With locations in Hamburg and Berlin, we bring fashion and technology together. Our mission is to rethink online shopping and make it more personal. We value flat hierarchies, direct communication, and pragmatic decision-making, fostering an environment where diversity and inclusion are celebrated.