Service Level Coordinator (m/w/d) - E-Commerce / ab in den urlaub

Introduction

At bring sunshine into people's lives*. As one of the leading vacation platforms in Germany, Austria, and Switzerland, we make vacationing from the very beginning really relaxed: reliable, surprising, and full of inspiration. Our headquarters are located in the heart of Leipzig. Here, you can expect modern offices right in the city, flexible working possibilities, and a diverse, open team where your ideas can grow and have an impact. With innovative concepts and genuine passion, we at ab in den urlaub are driving the future of travel forward – together as a team. Do you want to join us and make travel dreams come true? We look forward to your application!

You want to ensure that our customers receive the best possible service at all times and that our teams work optimally? Then join ab in den urlaub, one of the most well-known online travel portals in Germany. As Service Level Coordinator (m/w/d), you will be responsible for monitoring the performance of our service centers, steering volumes in real-time, and ensuring that our service levels and KPIs are reliably achieved.

Your Tasks

• Responsibility for the operational and technical daily routine in our internal and external service centers
• Coordination and monitoring of the call and backoffice volume using our control and reporting tools
• Ensuring the defined service levels and KPIs in Customer Care
• Intraday management: you react to short-term changes, ensure productivity, and steer capacities flexibly
• Analysis of volume developments and performance data to derive optimizations
• Closer exchange with team leaders, IT, Quality Assurance, and other interfaces
• Direct point of contact for our travel consultants regarding questions, challenges, or acute problem cases
• Communication with international external service providers on process and system topics
• Acceptance, prioritization, and solution of technical system failures in collaboration with IT
• Participation in the further development of our processes, tools, and workflows

Your Profile

• You bring experience in Customer Care, Call Center, or Service Center – ideally with a focus on steering, workforce management, or real-time monitoring
• You are familiar with data, KPIs, and analyses – numbers are an important steering element for you.
• You have very good MS-Office skills, especially in Excel; experience with control and ticketing tools is a plus
• Ideal candidate has already worked with the following systems: Cisco Jabber, Inexso / Midoco, NICE IEX (Workforce- and Realtime-Management)
• You are characterized by technical affinity, a structured working style, and a good sense of processes
• You convince with organizational talent, a sovereign demeanor, and empathetic communication.
• You have fun taking responsibility in a dynamic environment
• You are willing to work in a shift system – including weekends and public holidays – within our service hours from 8 am to 11 pm
• Experience in the travel industry or with travel booking systems is an advantage, but not a must
• You have secure German language skills and English language skills in writing and speaking

We Offer You

• Safety: Unrestricted employment contract in full-time or part-time
• More time for you: 30 vacation days and even more with your company affiliation
• A Work-Life-Balance: possibility of mobile working throughout Germany and temporarily abroad
• Attractive Location: central offices with excellent public transportation connections in Leipzig
• Team Spirit: regular company and team events
• Appreciation: attractive salary from the start, bonuses for occasional support on weekends and public holidays, jubilee program for your loyalty
• Everything you need: modern IT equipment
• Transparency: regular feedback conversations
• Benefits for you: discount on tourist products and shops in the surrounding area
• A convenient commute: subsidy for the Germany ticket
• Health and Well-being: subsidy for company fitness
• Roundly well taken care of: subsidy for your lunch, health, and a special goodie for your birthday, wedding, and/or the birth/adoption of a child
• Health and Well-being as a Focus: company health management with various health offers like coaching, counseling, and prevention programs.
• Sustainability: choose your job bike

Your Journey to Us

Apply easily through our and send us your comprehensive CV, your availability, and your salary expectations. As we place great value on data protection and digitalization, we can only consider online applications. Applications from people with disabilities and those similarly affected are welcome.

As part of the application process, we as a company are obliged to review your work permit, your identity card or your passport to ensure that you are entitled to work for us. Please ensure that you can provide the required documents as needed.
* ab in den urlaub is a brand of Invia Travel Germany GmbH

For questions about this position and your application, you can reach us at .

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