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Customer Service Operations Manager (german Bilingual - 10 Months Contract)

Manage the performance of BPO partners to enhance customer satisfaction in the German market.
Barcelona
Senior
3 weeks ago
Back Market

Back Market

Back Market is an online marketplace for refurbished electronic devices.

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✨ About The Role

- The Customer Service Operations Manager will oversee outsourced operations to ensure high-performing customer service teams support the German market. - The role involves leading data analysis, insights, and reporting on key metrics to drive and improve business performance. - The manager will be accountable for DE Customer Care KPIs, including customer satisfaction and agent efficiency. - The position requires identifying, implementing, and optimizing key projects to improve KPIs and collaborating with various teams for project success. - The role includes building strong relationships with BPO managers and training teams to share best practices and work on global care projects.

âš¡ Requirements

- The ideal candidate is bilingual in German and fluent in English, enabling effective communication with diverse teams and customers. - A minimum of 6 years of experience in operational project management is essential, showcasing a proven track record of driving high-impact projects to completion. - Experience working with BPO partners or in customer service-related roles is crucial for success in this position. - The candidate should be data-driven, with the ability to define and track KPIs to focus on projects with the highest impact. - A strong knowledge of the e-commerce industry and high customer experience expectations will contribute to the candidate's effectiveness in this role.
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Customer Service Operations Manager (german Bilingual - 10 Months Contract)
Barcelona
Operations
About Back Market
Back Market is an online marketplace for refurbished electronic devices.