Service Support Specialist (m/f/d) E-Commerce

Das ist der Job

We look forward to receiving your application.

Darum lohnt es sich

About J&T Express J&T Express is a fast-growing international logistics company specialising in e-commerce and last-mile delivery.

As we continue to expand our operations in Germany, we are looking for a Service Support Specialist (m/f/d) to support the daily coordination of our customer service operations, strengthen service quality and help develop effective training structures for internal teams and external BPO partners.

Your Role As a Service Support Specialist (m/f/d), you will act as an important interface between J&T Express, our BPO service providers and internal teams.

Your Responsibilities • Manage day-to-day communication and coordination with BPO service providers • Calculate and review invoices and forecast expected customer service volumes • Deliver operational training and develop practical training and course materials • Conduct quality checks of phone calls and online chats, focusing on language, service attitude, issue resolution and documentation • Train and support employees in the use of relevant internal systems • Develop training courses and assessments for frequently occurring customer service topics • Analyse quality and performance data, identify issues and support improvement measures Your Profile • At least two years of relevant experience in customer service operations, BPO management, e-commerce, logistics or a comparable environment • Experience in developing training materials and delivering operational training • Strong analytical skills and the ability to identify issues through data and support informed decision-making • Experience in quality monitoring of customer service channels, including phone and online chat • Structured, reliable and solution-oriented working style • Strong communication skills and confidence in working with internal teams and external service providers • Fluent German and English What We Offer • A responsible role in a fast-growing international logistics company • Close collaboration with customer service teams, BPO partners and international stakeholders • A dynamic working environment with short decision-making processes • The opportunity to actively shape service quality and training processes • Strong growth potential and opportunities for professional development • A varied role with a high level of ownership and practical impact Interested in joining J&T Express?

You will support operational communication, analyse service performance, conduct quality checks and develop practical training materials to improve customer service processes and service standards.