Kleinanzeigen is the leading online classifieds market in Germany. An average of more than 50 million ads are available in numerous categories - from children's supplies to electronics to real estate. With more than 36 million users per month, Kleinanzeigen has the widest reach of all online selling platforms in the country. Most of the items traded on Kleinanzeigen are second-hand. In this way, users make an active contribution to sustainability. The Kleinanzeigen market allows companies the opportunity to easily offer their services online. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a leading global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.
Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 25+ products in 10 countries.
What you’ll do & Who you are
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 kleinanzeig... [Vollständig anzeigen] . 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:
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Ensure high quality customer service
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Understand and analyze the origin of the problems encountered to respond precisely to the requests of our users
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Contribute as reinforcement where necessary to spread knowledge and information
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Report any anomalies encountered by users
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Help monitor and analyze CS activities
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Be a source of suggestions for improving procedures
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Help with task planning
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You collaborate closely with the other CS teams across Adevinta’s European marketplaces
Your skill profile:
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You have >2 years of experience as leading CS agent, CS manager and / or moderator in a social media / web moderation service
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You have already successfully delivered (CS) projects
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You have a “Customer” oriented quality mind-set
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You have great communication skills, with the ability to find a diplomatic approach in sensitive situations with customers, NGOs or other governmental bodies
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You know how to set up visualised processes for different stakeholder groups
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You have excellent German and English language skills, in written and verbal communication
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You have the ability to work in a fast-paced environment and adapt to changing priorities
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You have experience in working in cross-functional teams
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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:
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An attractive Base Salary
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Participation in our Short Term Incentive plan (annual bonus)
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Employee Stock Purchase Program with a match from Adevinta
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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!
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A 24/7 Employee Assistance Program for you and your family, because we care ❤️
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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! ✨
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