Projektleiter Customer Service

About the role

The Project Manager is responsible for leading one or more customer service projects and serving as the primary point of contact for clients. This role involves coordinating with team leads, workforce management, and quality management to ensure service levels, quality, and productivity goals are met. The position requires managing project reporting, overseeing project launches, and handling escalations.

Responsibilities

• Lead customer service projects and act as the primary contact for clients.
• Conduct regular client meetings and translate requirements into actionable team tasks.
• Monitor project KPIs such as service levels, AHT, and quality metrics to ensure targets are met.
• Create reports and implement corrective measures when project performance deviates from goals.
• Coordinate project onboarding, training, and escalation management.

Required skills

• Customer Service
• Project Management
• Account Management
• KPI Analysis
• Excel
• Google Sheets
• CRM
• Ticketing Systems

Qualifications

• Native or C1/C2 level proficiency in German
• Minimum 2 years of professional experience as a Project Manager or Account Manager in Customer Service

Benefits

• 100% remote work
• Global work location
• Project responsibility for major brands
• Collaborative team environment

About the Company

hey contact heroes is a customer service provider based in Hamburg, serving brands such as Telefónica, 1&1, Universal Music, Check24, Hamburg Wasser, and enviaM. Since 2021, the company has grown steadily and currently employs over 500 team members working remotely across Europe.