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Head of Customer Service

Germany, Hamburg · Job Posted April 11, 2026
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Job Description

As the first point of contact for our customers, our Customer Service team is at the heart of customer care and satisfaction. The team is responsible for managing our external call centers and works on the continuous development of our service. As Head of Customer Service (m/f/d), you will have the opportunity to take the department to a new level with your expertise. You will also be responsible for the further development of our communication processes, in which you will co-operate with various internal and external partners.

Job Responsibility

  • Management responsibility for a team of customer service experts and project managers
  • Coordination and further development of our external call center
  • Managing, monitoring and further developing existing customer service processes in order to guarantee the best possible customer service
  • Defining, evaluating and analysing relevant KPIs and optimising our internal reporting and controlling system in Customer Service
  • Strategic integration and further development of modern automation processes
  • Internal & external escalation management and proactive derivation of relevant recommendations for action
  • Close collaboration with national and international cooperation partners
  • Contract and condition negotiations with service providers
  • Complex and challenging projects along the entire order, returns and complaints processes

Requirements

  • Completed studies
  • Several years of experience in customer service in the call centre or e-commerce environment
  • Extensive management experience
  • Good knowledge of customer service & e-commerce processes and technologies
  • Very good knowledge of MS Office
  • Very good written and spoken English skills, fluent German skills
  • High degree of initiative, assertiveness and sense of responsibility
  • Strong analytical skills and a structured way of working

What we offer

  • Hybrid working
  • Fresh fruit every day
  • Sports courses
  • Exclusive employee discounts
  • Free drinks
  • Language courses
  • Mobility subsidy
  • State-of-the-art technology
  • Central Location
  • Flexible Working Hours
  • Company pension
  • Professional training
  • Dog-friendly office
  • AY Academy
  • Feedback Culture
  • Job Bikes
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