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Job Description

We are looking for a passionate new team member to join us as a Customer Service Process Manager (d/f/m).

About the Team:

The Customer Operation Team is responsible for providing support to our private users through our portfolio of trusted service partners. They ensure that our users have a safe and reliable experience on our platform through moderation of user generated content. The insights they gain from contact with users are shared with the wider business to help shape future product developments.

The role:

In your role as CS Manager you are part of the Customer Operations Team for kleinanzeigen.de. You will be in charge of defining the department’s CS processes and implementing those to achieve expected outcomes in quality and budget and to hold true to our customer promises. 

Your focus will be on the following topics:  

  • Ensure high quality customer service

  • Understand and analyze the origin of the problems encountered to respond precisely to the requests of our users

  • Contribute as reinforcement where necessary to spread knowledge and information

  • Report any anomalies encountered by users

  • Help monitor and analyze CS activities

  • Be a source of suggestions for improving procedures

  • Help with task planning

  • You collaborate closely with the other CS teams across Adevinta’s European marketplaces

Your skill profile:

    • You have >2 years of experience as leading CS agent, CS manager and / or moderator in a social media / web moderation service 

    • You have already successfully delivered (CS) projects 

    • You have a “Customer” oriented quality mind-set

    • You have great communication skills, with the ability to find a diplomatic approach in sensitive situations with customers, NGOs or other governmental bodies

    • You know how to set up visualised processes for different stakeholder groups

    • You have excellent German and English language skills, in written and verbal communication 

    • You have the ability to work in a fast-paced environment and adapt to changing priorities

    • You have experience in working in cross-functional teams

    • You have an independent "hands-on" way of working as well as a high level of team orientation

    Benefits

    Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits:

    • An attractive Base Salary.
    • Participation in our Short Term Incentive plan (annual bonus).
    • Employee Stock Purchase Program with a match from Adevinta.
    • Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
    • A 24/7 Employee Assistance Program for you and your family, because we care.
    • Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.


    On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters!

    Company Description

    Kleinanzeigen is the most-visited general classifieds site in Germany and growing at speed. Currently, we have more than 45 million live ads and 35 million unique visitors per month – with the majority on mobile devices. Kleinanzeigen helps people find whatever they're looking for and every connection made or item found makes a difference by creating a world where people share more and waste less.

    Customer centricity and passion for our products is what helps us to develop our platform. Our agile environment, weekly usability tests, prototyping and multi-functional teams make our product better every single day. If you're passionate about joining a purpose driven community that is dedicated to building an ambitious and diverse work environment, join Kleinanzeigen.

    Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 40+ products in 14 countries.

    Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

    If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.

    More about Careers at Adevinta

    Careers at Adevinta can take you in all sorts of directions and to many different countries. The question is – where do you want to go?

    Customer Service Process Manager - Customer Operations (d/f/m) | Adevinta