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.
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 a growing, 200-strong global team that is passionate about performance, quality and enhancing our clients’ brands through excellent customer service.
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In addition to our Centres of Excellence for Operations, Technology, Training, and Account Management in Hamburg (Germany) and Glasgow (UK), we operate service hubs in Manila (Philippines) for English-speaking support, as well as in Istanbul (Turkey) and San Ġwann (Malta) for multilingual customer service.
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.
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.
Merle is our COO, based at our Hamburg HQ. Since 2015 she manages all things operational across our global locations, ensuring the smooth running of services for our clients.
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 since 2015.
Hilke, our Head of International Account Management at the Hamburg HQ, has been with the company since 2017. With expertise in seamless integration and top-notch service delivery, she bridges communication between clients and our team, ensuring optimised performance.
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.
Sophie is our Chief Customer Officer. With a background in retail, ecommerce and marketplace service and strategy, Sophie is responsible for developing and implementing strategies to enhance customer experience, satisfaction, and loyalty.
Louise, our Marketing Manager, combines creativity with strategic thinking to bring Newstel’s vision to life. By crafting compelling campaigns and strengthening our brand presence, she ensures we connect meaningfully with our clients and stand out in the industry.
Debbie, our UK-based Account Manager, brings extensive experience in client communication and performance management. Focused on e-commerce clients, she ensures customer success and delivers top-notch service.
Bastian, our Head of Business Development, utilizes his expertise to identify opportunities and build strategic partnerships. With a sharp focus on market trends and customer needs, he plays a crucial role in expanding our business for long-term success.
In Turkey, Feyza, our HR Manager, looks after everything related to our staff to ensure our team is thriving and content, enabling us to achieve our organizational goals effectively.
Janne is our Senior Operations Manager, having been a member of the Newstel team since 2017. Janne oversees the smooth operations of our international offices to assure our local operation managers are fully supported.
Walid is our Account & CX Manager. By delivering measurable insights into customer satisfaction and retention, Walid drives customer success and plays a key role in elevating Newstel’s customer-centric approach.
İrem, our Head of Global Sales, is a leader in global contact centre sales and enterprise partnerships. Through her vision, market insight, and dedication to client success, she fosters strong relationships and delivers sustainable growth for our business worldwide.
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
