Leiter Kundenservice (Call Support)

Belgrad
80% - 100%
Kundendienst
Englisch

Galaxus culture finds its origin in our values: cooperative, innovative, piratesque, responsible, and ambitious. We give feedback straight-up granting everyone the power to own their actions and grow through epic wins and rough patches. “Grow with us. Be brave, stay true" is the mantra that inspires transparency, boosting a culture of openness and knowledge-sharing.

As the top Swiss e-commerce platform, with a crew of over 3,200 across Switzerland, Germany, and Serbia, Galaxus is on the move to new markets. We're on the lookout for characters who know that it’s diversity that gets us to grow and succeed. Being bold and out-of-the-box isn't just encouraged - it's basically our brand.

At Digitec Galaxus, a premium customer support is at the heart of everything we do. In this key role, you will take full responsibility for our Customer Service Call Department, with approximately 60 call agents, and 7-8 Teamleads, based in Switzerland and Serbia. The Call department is covering 5 languages (German, SwissGerman, French, Italian, English)

Deine Aufgaben

Lead and mentor 7–8 team leads and about 60 agents, based in both Switzerland and Serbia.
Ensure service-level targets through accurate forecasting and capacity planning.
Foster a service- and learning-oriented culture that sets high performance standards and goes the extra mile.
Guarantee smooth call-channel operations with a focus on customer satisfaction and operational excellence.
Identify and implement automation, efficiency measures, and technological improvements.
Build strong relationships with internal and external stakeholders to align the customer service function with company objectives.
Take strategic and operational responsibility for performance, budget, resource allocation, and continuous service optimization.

Deine Fähigkeiten

Minimum 2 years of leadership experience managing leaders in an international customer service environment and overseeing large teams (50+ employees).
Proven track record in call-center operations, including demonstrable success in meeting KPIs and SLAs.
Excellent analytical abilities: confidence in interpreting complex data, conducting KPI analyses, and deriving actionable measures.
Solid expertise in forecasting, capacity planning, and SLA management.
Fluency in English an business proficiency in German.
Empowering leadership style: cultivating resilient, high-performing teams by fostering motivation, continuous learning, well-being, and a culture of excellence in a fast-moving environment.
A willingness to challenge "how things have always been done" and propose more efficient, automated, or effective solutions.
Courage to take calculated risks to create value and drive growth.
Consistency in building trust through reliable actions.

Warum startest du bei uns?

Culture is Everything: Our values—cooperative, innovative, piratesque, responsible, and ambitious—form the foundation of our journey. Culture isn't just part of what we do; it's the essence of who we are.

Courage and Unconventionality: Your courage and innovative spirit are valued here. We challenge conventional wisdom, embracing those who dare to think differently.

Uncomplicated: Simplicity is at our core. We avoid the unnecessary, focusing on what truly matters—your development, our collective achievements, and tackling challenges with adaptability and resilience.

Flexibility and Freedom: We believe that innovation and creativity thrive in an environment where flexibility and freedom are prioritized. We offer home office options and every position is available from 80-100%.

Fast Lane Growth: With us, growth is a continuous journey. You'll have opportunities to expand your horizons, both personally and professionally. To support this, we offer all employees up to 350 EDU points per year. This equals EUR 350 or 2100 minutes off work for your development.

Other Benefits: Enjoy discounted employee rates in our shops, paid paternity leave, private health insurance, Fitpass membership, a 13th-month salary, various company events throughout the year, and much more.

We team up for Success

At Galaxus, we grow talent by teaming up with people from diverse backgrounds to build the best team out there. We stand for equal treatment and opportunities for everyone, no matter your ethnic or national origin, religion, sexual orientation, marital status, gender, gender identity, age, disability, or any other status. Diversity is our fuel for innovation and a culture of openness and collaboration. We welcome applicants from all backgrounds, experiences, and perspectives.

Auf diese Stelle bewerben

Arbeitssprache

Englisch

Arbeitspensum

80% - 100%

Standort

Digitec Galaxus AG
Makedonska 44/6
RS-11000 Belgrad

Hinter den Kulissen

Werde Teil unserer Firma.

Und bleib wer du bist.

Gemeinsame Werte sind entscheidend für langfristigen Erfolg - davon sind wir überzeugt. Eine starke Firmenkultur ist uns darum wichtiger als starre Richtlinien oder Reglemente.

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