Newstel Worldwide is a trusted partner to clients in a range of industries, helping them to achieve customer success and grow their business through our digitally-led customer service solutions.
Our roots are in ecommerce – we were established in 2015 as the customer support team for a global ecommerce business. We understand the peaks and troughs of online retailing, how to expand customer support globally and how to use technology to drive efficiency. Today, we count a number of leading online retailers and marketplaces as clients and also serve businesses in other sectors, such as travel and financial services.
Our multilingual support agents are all native speakers, so are culturally aware of customs and service expectations in different countries. They deliver customer happiness across multiple support channels, including voice, chat, email and social channels such as WhatsApp and Messenger.
We are experts at improving the efficiency of customer processes through technology such as flowbots and process automation, as well as supporting and customising customer management applications including Freshdesk and Zendesk. We also work with clients to significantly improve customer lifetime value through our solutions such as abandoned cart recovery, ensuring our clients turn prospective customers into paying customers.
We are a growing, 100-strong global team that is passionate about performance, quality and enhancing our clients’ brands through excellent customer service.
Interested in joining our team?
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Our HQ and centre of excellence for account management is in Hamburg, Germany, working with our customer success centres in Manila, Philippines for English speaking services and Istanbul, Turkey for multilingual services.
We chose the Philippines and Turkey as the hubs for our services as both are cost-effective, with considerable cultural compatibility, strong language proficiency, a highly skilled workforce, and a great track record of outsourcing.
Based in Manila, Bernadette is the Divisional Director of our operations in the Philippines, ensuring a happy and productive team and a first class service for clients.
Hilke is an Account Manager based at our Hamburg HQ. She provides day-to-day communication and performance management for clients, helping to deliver a high quality service for our clients’ customers.
Jonas co-founded Newstel in 2015. Based at our Hamburg HQ, he is our CEO and chief evangelist of our vision to be the outsourcing partner of choice for progressive, growing e-commerce businesses.
Kerry is our CIO. Based in Palma, Spain, she is the go-to person for all things digital. She ensures Newstel remains at the leading edge of customer service technology, optimising the efficiency of customer processes through digitally-led solutions.
Kirstin is an Account Manager, working from London, UK. She works with a range of our e-commerce clients to ensure customer success, drawing on her background overseeing customer support in online retail businesses.
Merle is our COO, based at our Hamburg HQ. She manages all things operational across our global locations, ensuring the smooth running of services for our clients.
As team lead for Newstel language services, Mireille oversees our multilingual services for clients. She is also an Account Manager, leading support services for ecommerce clients.
Thomas is based at our Hamburg HQ and is an Account Manager providing day-to-day communication and performance management for clients.
At Newstel, we want our team to thrive in an environment where everyone is passionate about performance, quality and excellent customer service. We do this by:
Contributing to their best ability through structured learning and career development
Understanding that people are all different and need different challenges
Ensuring everyone feels valued and at the top of their game
Interested in joining our team?
Our team are standing by and ready to help add value across your entire customer journey.
