Head of Customer Service Job at About You (Hamburg)

Head of Customer Service

About You

Location:
Germany , Hamburg

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
April 11, 2026

Work Type:

Hybrid work

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