We are looking for a Performance Manager Customer Service (d/f/m) who will be responsible for overseeing and improving the performance of our customer service department. You will use metrics and KPIs to analyze service quality, identify areas for improvement, and implement strategies to enhance customer satisfaction and efficiency.
This is a hybrid role, and our office is based in Berlin Charlottenburg.
What you'll do:
– Collect and analyze data on customer service performance metrics and KPIs such as customer satisfaction scores (CSAT), average handle time, first contact resolution rate, and adherence to SLA’s.
– Assess performance, identify trends, patterns, and areas for improvement to enhance customer service processes and overall customer satisfaction
– Derive improvement areas, develop strategies and propose solutions how to overcome performance issues
– Create and present performance reports to stakeholders, highlighting key insights and recommendations
– Proactively identify and address potential issues that may impact customer satisfaction
– Collaborate with key customer service stakeholders, including Outsourcing, by delivering comprehensive reports that enable effective external partner performance steering and facilitate performance reviews.
– Keep a close eye to the relevant budget areas, while teaming-up with Operations and product teams to meet financial targets
– Set and monitor performance targets, ensuring the team meets or exceeds customer service goals
– Be the main contact for Analytics & Data teams to facilitate automation initiatives, forecast and planning exercises, to ensure data coherence & accuracy
Who you are:
– You work in a hybrid mode, being on-site for important moments with us
– 7+ years of relevant work experience within Performance Management / Analytics from relevant industries, such as e-commerce, marketplace business or Service Delivery
– You are a data-driven professional with a strong analytical mindset and experience in performance management
– You have experiences with AI and know how to leverage this strategic driver
– You show knowledge of customer service, KPIs, and performance improvement methodologies
– You have a proven track record of successful project management and stakeholder communication
– You are customer-centric with a passion for delivering exceptional service experiences
– You have strong problem-solving skills and the ability to manage multiple initiatives simultaneously
– You are capable of translating data insights into actionable improvement plans
Additional information
Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits:- An attractive Base Salary.
- Participation in our Short Term Incentive plan (annual bonus).
- Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
- A 24/7 Employee Assistance Program for you and your family, because we care.
- Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.
On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters!
Company description
Kleinanzeigen is the leading online classifieds market in Germany. An average of more than 50 million ads are available in numerous categories – from children’s supplies to electronics to real estate. With more than 36 million users per month, Kleinanzeigen has the widest reach of all online selling platforms in the country. Most of the items traded on Kleinanzeigen are second-hand. In this way, users make an active contribution to sustainability. The Kleinanzeigen market allows companies the opportunity to easily offer their services online. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a leading global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.
Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 25+ products in 10 countries.
Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.