Project Manager, Customer Service

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee one or more customer service projects independently.

• Act as the main liaison for clients.

• Organize regular meetings with clients for coordination.

• Collect requirements and implement them in partnership with the team.

• Ensure that the established service-level, quality, and productivity goals are achieved.

• Collaborate with team leaders, Workforce Management, and Quality Management to manage projects.

• Track KPIs, generate reports, and identify corrective actions in case of discrepancies.

• Assist in initiating new projects from the beginning.

• Manage training and onboarding processes.

• Address escalations effectively.

⛳️ Requirements

• Native-level German proficiency or at least C1/C2 level in both written and spoken forms.

• Minimum of 2 years of professional experience as a Project Manager or Account Manager in Customer Service.

• Familiarity with key customer service metrics such as service level, accessibility, AHT, and quality scores.

• Understanding of how customer service metrics are affected.

• Professional and confident demeanor when interacting with clients.

• Strong communication skills.

• Capability to manage multiple topics and priorities at once.

• Organized, independent, and solution-focused work approach.

• Proficiency in Excel or Google Sheets.

• Knowledge of common CRM and ticketing systems.

🏝️ Benefits

• Fully remote position, no matter your location in the world.

• Opportunity to manage projects with reputable brands.

• Ample chances to influence processes and outcomes.

• Short communication lines and quick decision-making.

• Close working relationship with senior management.

• Supportive team environment.

• Opportunity to work for a growing employer.