Account Manager, BPO, Customer Experience, German & English speaking

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Newstel Worldwide

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🤝 B2B

🛍️ eCommerce

B2B • eCommerce

Newstel Worldwide is a digitally-led, multilingual contact centre and business process outsourcing (BPO) provider founded in 2015 and headquartered in Hamburg, Germany. It delivers 24/7/365 inbound and outbound customer support, back-office services, and omnichannel e-commerce-focused customer service in multiple languages and markets, combining trained agents with technology for rapid scaling, quality assurance, and pay-as-you-go pricing to improve customer lifetime value.

📋 Description

• Manage multiple client accounts simultaneously • Grow trusted, long-term client relationships • Lead operational performance across customer support programmes • Ensure KPIs and SLAs are consistently achieved and exceeded • Understand each client’s business goals, brand vision and customer expectations • Drive continuous improvement initiatives across teams and processes • Deliver proactive reporting, operational insights and strategic recommendations • Support and develop Team Leads who report directly to you • Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents • Work closely with internal departments to ensure operational alignment and delivery excellence • Maintain high standards of customer experience, brand tone and service quality • Lead the onboarding of new client accounts following established operational processes and implementation frameworks

🎯 Requirements

• Fluent English and German, spoken and written • Proven experience within a BPO, contact centre or outsourced CX environment • Strong understanding of contact centre KPIs, SLAs and operational reporting • Experience managing multiple client relationships • Team management and people leadership experience • Ability to lead through Team Leads and support operational development • E-commerce and customer experience understanding • Experience with CX platforms and contact centre software, including Zendesk, Gorgias, Freshdesk or similar • Confidence in configuring reporting, workflows and operational processes within support platforms • Ability to interpret data and convert insight into action • Highly proactive and solutions-oriented mindset

🏖️ Benefits

• Genuine influence and ownership • Exposure to international e-commerce brands • A collaborative and supportive leadership environment • Long-term career growth opportunities • The opportunity to shape processes, strategy and client success • A business that genuinely values customer experience excellence • Remote working