Customer Service Training & Quality Manager, TUI

TUI

Standort:
Germany, Hamburg

Kategorie:
Kundendienst

Vertragstyp:
Nicht angegeben

Gehalt:

Nicht angegeben

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Jobbeschreibung:

Junior Customer Service Training & Quality Manager position focusing on chatbot and live chat solutions in the cruise industry. The role involves working with development teams, analyzing chat performance, creating training programs, and ensuring quality service delivery across customer service departments.

Verantwortlichkeiten:

Part of team responsible for chat area (live chat & chatbot)
Work closely with development department as sparring partner
Monitor and analyze performance of chat solutions
Responsible for reporting and success control using relevant KPIs
Derive concrete measures to optimize external communication and improve service
Ensure processes & information are documented in knowledge database
Plan, develop and conduct targeted training and onboarding programs
Create handouts and presentations
Support quality control and continuous improvement
Support customer service across all departments
Participate as business expert in cross-functional projects

Anforderungen:

Experience in the tourism sector, ideally with cruise industry background
Experience in a similar position is a plus
Analytical thinking and openness to new technologies
Ability to quickly grasp complex relationships and develop pragmatic solutions
Experience in training and education is advantageous
Clear and convincing communication skills
Independent, structured, and strategic work approach
Strong team cohesion, reliability, and willingness to take responsibility
High customer orientation and sense for premium segment needs
Knowledge of booking systems like DaVinci or START Amadeus is beneficial
Good MS Office skills
Good English skills

Wünschenswert:

Experience in similar position
Training and education experience
Knowledge of booking systems like DaVinci or START Amadeus

Was wir biete:

Flexible working time culture with two mobile office days per week
Market-appropriate remuneration with success participation
30 vacation days
Attractive discounts on cruises and other tourism offers
Subsidy for public transport ticket
Subsidy for PLUXEE restaurant pass
Modern workplace in central location
Contemporary leadership and corporate culture
Regular feedback and development discussions
Employee Assistance Program partner 'voiio'
Job bike
In-house fitness studio
Parent-child office
Corporate fitness cooperation with WELLPASS
Internal yoga courses
Massage
Company pension plan

Zusätzliche Informationen:

Job veröffentlicht:
19. November 2025

Beschäftigungsart:

Vollzeit

Arbeitsart:

Hybride Arbeit

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Customer Service Training & Quality Manager

TUI

Standort:Germany, Hamburg

Kategorie:Kundendienst

Vertragstyp:Nicht angegeben