Working Student, Customer Service (d/f/m)

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen. The Job: As a Working Student in Customer Service, you’ll support our team in managing our external Business Process Outsourcing (BPO) partners and ensuring high-quality customer service. You’ll gain hands-on experience in vendor operations, monitor performance, analyse data, and work directly with our partners to identify opportunities for improvement. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Team Lead. Who You Are: You are currently enrolled at a German university or university of applied sciences. You have German language skills at B2 level or above and can communicate confidently in both written and spoken German. You enjoy working with data and can identify trends, patterns, and the story behind the numbers. You work in a structured and detail-oriented way and enjoy identifying opportunities to improve processes and documentation. You are a collaborative and proactive communicator with an interest in Customer Service, vendor management, and operational excellence. What You’ll Do: Support the day-to-day collaboration with our external BPO partners and act as a point of contact for operational questions. Monitor service levels, staffing, queues, and operational performance to help ensure smooth and efficient Customer Service operations. Review daily, weekly, and monthly performance data, identify trends and gaps, and turn your findings into actionable insights. Support BPO teams with operational and policy-related questions and escalate issues or potential roadblocks to the relevant stakeholders. Collaborate with our BPO Quality Assurance teams on calibration sessions to ensure consistent application of our policies, tone of voice, and resolution standards. Contribute ideas to continuously improve processes, documentation, service quality, and the way we collaborate with our external partners. At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive. ✨ Flexibility Flexible working time (hybrid) 20 days “work from anywhere” Paid additional parental leave for both parents Extra paid days off for special occasions (e.g. your wedding or a move) ❤️‍🩹 Wellbeing & Support Confidential support & coaching for you and your loved ones Annual company sports events Pension and life insurance 📚 Growth & Development Personal development budget Learning opportunities to grow your skills and career 🛍️ Perks & Everyday benefits Corporate benefits and exclusive discounts An attractive referral program Transportation allowance Free shipping on Kleinanzeigen Direktkauf Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability. If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.