Customer Success Specialist – Contact Center

Edenred

. Designing and delivering training for external customer care partners, as well as further developing training concepts and materials .

Posted 10/21/2026full-timeFrankfurt • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and delivering training programs for external customer care partners, with a strong focus on quality assurance, KPI analysis, and stakeholder management. Proficient in coaching and facilitating workshops to enhance service quality and operational efficiency.

Highest-signal resume keywords

KPI AnalysisTraining DevelopmentStakeholder ManagementCoaching SkillsFluent German And English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI AnalysisTraining DevelopmentQuality MonitoringPerformance AnalysisCRM SystemsSalesforceGenesysMicrosoft Teams

Soft Skills

Strong CommunicationAnalytical ThinkingTeam-OrientedEmpathyAssertiveness

Certifications & Qualifications

Completed Commercial TrainingDegree Or Equivalent Qualification

Industry Keywords

Customer CareOperations OutsourcingQuality StandardsContinuous Improvement

Tech Stack

Tools & technologies

TypeScript

About the role

Key responsibilities & impact

Designing and delivering training for external customer care partners, as well as further developing training concepts and materials
Ensuring a high level of service quality through quality monitoring, audits, and performance analyses
Analyzing relevant KPIs and developing sustainable measures to improve quality and efficiency
Managing and further developing collaboration with external service providers through regular communication, coaching, and workshops
Supporting the onboarding of new partners and helping implement quality standards and processes
Identifying development needs and helping shape continuous improvement initiatives in operations outsourcing

Requirements

What you’ll need

Completed commercial training, a successfully completed degree, or an equivalent qualification
Experience working with external service providers, along with strong communication and stakeholder management skills
Analytical thinking and confident use of KPIs, reporting tools, and common contact-center and CRM systems (e.g., Salesforce, Genesys, or Microsoft Teams)
Structured, independent, and solution-oriented approach to work, combined with a strong commitment to quality and service
Strong coaching, facilitation, and presentation skills, with the ability to explain complex topics clearly
Team-oriented personality with a high degree of initiative, empathy, and assertiveness
Fluent German and English

Benefits

Comp & perks

Flexible working hours: We consider it essential to enable an optimal balance between family, leisure, and work
Shopping card: The Ticket Plus City Card is topped up with €50 every month for all employees
Remote working: Whether working from home or on-site with the team, we place great value on flexibility