Business Solutions Customer Service Manager (m/f/d)

We are o2/Telefónica – with our mobile brands we connect millions of people and offer our customers mobile freedom in the digital world. As a leading telecommunications provider, we are also playing a key role in shaping digitisation in Germany. Our fixed and mobile networks form the backbone for the digital transformation of the economy and society. And our approximately 8,000 employees in Germany drive the transformation forward every day – in our own company as well.

Telefónica is one of the top employers in Germany and is part of the global telecommunications group Telefónica S.A. with 114,000 committed employees worldwide.

You too can become part of our unique team and let us make a difference together!

With the newly founded „Business Solutions“ unit of our O2 Telefónica business customer area (B2B), we will offer even more specialized solutions for business customers in the areas of cloud & security (incl.SD-WAN), IoT and private 5G (campus networks).

Our offerings range from standardized products to tailor-made solutions for our customers in the medium-sized and large customer segment. Our focus here is on new, innovative topics and modern approaches. Through new partnerships and taking into account existing cloud solutions, we as O2 B2B Solutions are able to integrate new SaaS offerings and interact even more closely with customers. Our goal is to be an integral part of digital business transformation as well as THE reliable and strong partner at our customers‘ side. As a pioneer in the field of 5G as well as IoT, we are particularly proud to be able to advise, deliver and implement future-oriented solutions.

Our „Business Solutions” unit is therefore set up as an integrated segment within our business customer area with close connections to all other relevant units and selected technology and product partners.

Become part of our innovative „Business Solutions“ team to shape the future of our business customers in a tailor-made and resource-saving way through innovative technologies and solutions!

What are your challenges with us?

• High technical know-how to be able to react to ad hoc requests and needs of the customer
• High level of competence in establishing and expanding customer relationships in the in-life, assuring high customer satisfaction
• First contact person for an existing customer within Inlife and for after sales needs
• Customer’s interface with account management, delivery management and technical support as a tandem
• Ability to identify customer-specific business needs, providing C-level advice for customers
• Proactive establishment and management of regular service reviews with the customer
• Creation and further development of reporting and analyses on contractual customer individual KPIs or SLAs
• Development of quality management and continuous improvement on escalation processes
• Services at the highest level over the entire life cycle, both remote and at the customer’s site

• 5+ years of experience in digital business solutions environment, with direct customer contact and proven track record in similar role
• High technical understanding and excellent product know how (ideally SD-WAN, Cloud & Security; (p)5G; IoT)
• Distinct understanding of customer needs and how customers use our technologies
• Business intelligence and capabilities to continuously optimize service processes
• Capability to quickly adapt to changing situations
• Solution oriented support and multichannel expertise
• Great communication skills and emotional intelligence
• Excellent organizer and team player
• Academic background in engineering, technology, business administration, economics or comparable

• Professional proficiency of English and German

Workplace: Modern and ergonomically equipped offices, as well as an open space and open desk model.

Communication: A smartphone of your choice for business and private use as well as the possibility to provide for your partner, friends and family via credit is a matter of course for us.

Catering is taken care of: Free coffee specialties and water are at your disposal at any time as well as a canteen and a cafeteria.

Individual development: With a personal development plan and continuous training you will reach your goals with us. In addition, with „Beyond“ you can also get a taste of other interesting areas by means of job or project rotations. 

Retirement provision: Various models of retirement provision are available to you (e.g. capital-forming benefits, company pension scheme, etc.)

Social commitment: We are also involved outside the company, you have the opportunity to participate in Telefónica „Volunteering Days“ or „Volunteering Holidays“, for example.

Health: Under FEEL GOOD you will find a wide range of offers for your personal health and the compatibility of work and leisure. It ranges from exercise and relaxation programmes, webinars and cooperation projects to a comprehensive range of advice on child and elderly care and psychosocial counselling.