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Your mission

  • Steer the continuous development of the cooperation with the service provider(s) (methods, processes, etc.) to improve performance 

  • Conduct strategic reviews and audits to define and assure compliance with quality standards  

  • Oversee day-to-day customer support operations, including phone, email, and live chat interactions. 

  • Monitor response times, resolution rates, and customer satisfaction metrics to ensure service level agreements (SLAs) are met. 

  • Analyse customer service metrics and KPIs to identify trends, opportunities, and areas for improvement 

  • Prepare regular reports and presentations for management, highlighting key performance indicators and recommendations for improvement. 

  • Define skill check, quality check and coaching processes for call centre agents  

  • Collaborate with other departments, such as sales, marketing, and product development, to ensure alignment on customer service goals and initiatives. 

  • Provide input and feedback to internal teams based on customer insights and feedback to improve products, services, and processes.

Your profile

  • At least 3-5 years of experience as a project or site manager in a call centre as a service provider  
  • Profound customer service knowledge (forecasting, KPI management, technical infrastructure, contract management). COPC certification a plus 
  • High level of self-motivation, willingness to change and creativity  
  • Assertiveness and confident attitude combined with strong sales and service orientation  
  • Ability to work in a team and effective communication skills  
  • Very good MS Office skills, especially Excel as well as analytical skills in the preparation of reports and simple analyses  
  • Willingness to travel  
  • Very good written and spoken English, German is a plus 

We offer

  • A unique opportunity combining the energy of a start-up with the power of BMW, Mercedes-Benz Mobility & bp  
  • Working on products & services with a high social impact 
  • An international team of talented people who love what they do and live a collaborative spirit 
  • An open-minded culture with room for growth and the freedom to bring in own ideas 
  • Subsidized gym membership, subsidized office lunch benefit, a personal development budget for your professional growth, monthly mobility budget,  offsite/ team events & much more
  • Modern, sunny offices in Berlin & Munich 

… and of course, the classics: delicious coffee & tea, fresh fruits and an office dog friendly environment 

At DCS we acknowledge the value of diversity, promote equality and challenge unfair discrimination. We strive to create an inclusive work environment, safe for anyone regardless of their gender identity, sexual orientation, abilities, ethnicity or race. We have the clear goal of driving diversity and inclusion across all dimensions and treat each applicant with the same respect and consideration. 

Get in touch!

Excited about being a part of the transition to e-mobility? 

Then send us your application with your CV and motivational statement including your earliest starting date and salary expectations.  

Don’t worry if you don’t think you meet all requirements for this position. First and foremost, we value like-minded, passionate people who want to make an impact in shaping the future of e-mobility. We encourage you to apply and convince us why you would be a good fit in a cover letter. 

We are looking forward to hearing from you!