About J&T Express
J&T Express is a fast-growing global logistics company with a strong focus on e-commerce and last-mile delivery. With operations in multiple countries, we are currently building up our network across Germany.
We are not here to maintain systems.
We are here to build them — faster, smarter, and better.
Your Role
As a BPO & Call Center Operations Specialist, you will play a key role in building, managing, and optimizing our customer service operations. You will act as the main interface between our internal teams and external BPO partners, ensuring high service quality, scalable processes, and full compliance with regulatory requirements.
Your Responsibilities
* Manage and coordinate external BPO providers and call center partners
* Monitor and analyze customer service KPIs (SLA, response time, resolution rate, CSAT)
* Ensure service quality, process compliance, and GDPR adherence
* Act as a key interface between Operations, Customer Service, Legal/Compliance, and BPO teams
* Identify improvement areas and drive continuous optimization initiatives
* Support the setup and scaling of customer service operations in Germany
* Handle and analyze complaints, claims, and escalation cases
* Ensure proper data handling, documentation, and audit readiness
* Support reporting and performance tracking for management
Your Profile
* Proven experience in BPO management, call center operations, or customer service environments (must-have)
* Strong understanding of KPIs, SLAs, and quality management frameworks
* Solid knowledge of GDPR and compliance requirements in customer service environments
* Hands-on mindset with strong problem-solving skills
* Experience in fast-paced environments (logistics, e-commerce, startup is a plus)
* Strong communication and stakeholder management skills
* Fluent in German and English
* Mandarin Chinese is a strong advantage
What We Offer
* Opportunity to build operations from scratch in a high-growth environment
* High level of ownership and impact
* International and dynamic team
* Competitive salary package + performance bonus
* Career growth in a rapidly expanding company