Our Customer Service team is responsible for managing our external call centers. The team ensures the best possible customer support and satisfaction and continuously works on improving our service offerings.

As the Team Lead (m/f/d) BPO Steering Customer Service, you and your team are responsible for the complete management of the service providers as well as the day-to-day operations.

Responsibilities

• Lead the steering team (both professional and disciplinary leadership)

• Manage, coordinate, and further develop our external customer service partners
• Implement budget-related BPO strategies
• Support the optimization of our service provider landscape
• Oversee the operational implementation of new technologies together with the service providers
• Develop creative ideas to improve the customer experience
• Ensure our high quality standards
• Work closely with the Customer Service team and the Head of Customer Service
• Participate in projects, including international projects

Requirements

• Completed apprenticeship and/or university degree

• Several years of relevant experience managing external service providers, especially in customer service
• Affinity for e-commerce
• Strong customer focus and excellent communication skills
• Hands-on mindset, problem-solving skills, and strong organizational abilities
• Good written and spoken English
• Willingness to travel internationally (approx. 5-10%)

Benefits

• Hybrid working

• Fresh fruit every day

• Sports courses

• Exclusive employee discounts

• Free drinks

• Language courses

• Company parties

• Help in the relocation process

• Mobility subsidy

• Central Location

• Flexible Working Hours

• Company pension

• Professional training

• Dog-friendly office

• AY Academy

• Feedback Culture

• Job Bikes

YOU ARE THE CORE OF ABOUT YOU
We take responsibility for creating an inclusive and exceptional environment where all genders, nationalities and ethnicities feel welcomed and accepted exactly as they are. We believe that a diverse workforce essentially contributes to the ABOUT YOU culture. In order to maintain talent and diversity, we emphasize the care for physical health, mental health and overall well-being. Our values and work ethics essentially contribute to our brand mission: empower acceptance and shape an inclusive, fair and circular fashion culture.

We look forward to receiving your application – preferably online via our application portal. This way we can guarantee a faster process and it is also very easy for you to upload your application documents! :-)

• Customer Service Agent (non-voice) (m/f/d)
• Customer Service Specialist (m/f/d)

  Customer Service | Hamburg