Junior Customer Service Manager - Vendor Management

Responsibilities

• Coordinate and manage daily operations with external call center partners
• Monitor key performance indicators (KPIs) such as CSAT, SLAs, and AHT
• Derive actionable recommendations based on reports from various data sources
• 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 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 (requires 5-10% travel)

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 and a structured, accurate way of working
• High customer focus and excellent communication skills
• Proficiency in MS Office, particularly Excel
• Very good written and spoken German and English skills

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. We foster an inclusive environment where everyone is welcome to be themselves.