Account Manager (BPO / Customer Experience) (m/w/d)

Role Summary

Account Manager (BPO / Customer Experience) (m/f/d)

German and English speaking | Remote | Full time (40 hours/week)

Not all account management is the same.

Some positions consist primarily of meetings and status updates.

This role is different.

Here you will be at the center of operational excellence, customer strategy, customer experience and people management.

We are looking for an exceptional bilingual Account Manager (m/f/d) to join our growing BPO business and act as a central interface between our customers and our operational teams.

You will support several customers in the e-commerce and customer experience environment and ensure that we deliver the highest quality of service, delight our customers in the long term and grow successfully together.

A responsible position awaits you in a small, experienced management team with a high level of stability, strong customer relationships and a clear focus on quality rather than quantity.

If you understand contact center processes, are comfortable in a dynamic environment and know how to transform KPIs, SLAs and customer experience metrics into sustainable customer success, then we want to get to know you.

Responsibilities

As an account manager (m/f/d), you will take on operational and strategic responsibility for working with our customers and internal teams.

Your tasks include

• Supporting multiple customer accounts at the same time
• Building and maintaining long-term, trusting customer relationships
• Controlling the operational performance of our customer support programs
• Ensuring and continuously improving KPIs and SLAs
• Understanding our clients’ business goals, brand values and customer expectations
• Identification and implementation of optimization potential in processes and teams
• Creation of proactive reports and derivation of strategic recommendations for action
• Leadership and further development of team leads in your area of responsibility
• Supporting international, multilingual teams – from small teams of specialists to programs with up to 80 employees
• Close collaboration with internal departments to ensure smooth operational implementation
• Ensuring an excellent customer experience and consistent brand communication
• Responsible for onboarding new customers using established implementation and operational processes
• This is what you bring with you

For this position, we are looking for a person who combines operational expertise, economic understanding and strong leadership skills.

Requirements

What you should bring with you

• Fluent written and spoken German and English skills
• Several years of experience in BPO, contact center or customer experience environments
• Very good understanding of contact center KPIs, SLAs and operational reporting
• Experience managing multiple customer accounts
• Experience in leading and developing teams
• Ability to lead team leads and further develop operational processes
• Strong communication and stakeholder management skills
• Structured and organized way of working
• Understanding of e-commerce and customer experience
• Experience with CX platforms and ticket systems such as Zendesk, Gorgias, Freshdesk or comparable solutions
• Confident handling of reporting, workflows and operational processes within support platforms
• Ability to analyze data and derive concrete measures from it
• Very good presentation and communication skills
• Proactive, solution-oriented mindset
• You are a particularly good fit for us if you...
• Take responsibility and work independently.
• Understand both the operational and human sides of customer experience.
• Communicate confidently with customers, managers and operational teams.
• Combines strategic thinking with a hands-on mentality.
• Think economically and work performance-oriented.
• You can motivate teams and at the same time value clear processes.
• Want to be part of a company where your ideas and contribution really count.

About the Company

Why Newstel?

We consciously build something special.

Our management team is experienced, stable and has a strong operational focus. Trust, personal responsibility, transparency and long-term partnerships are our focus – both with our customers and with our team.

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