SPECIALIST CUSTOMER CARE (M, W, D) - PARENTAL LEAVE SUBSTITUTION

We’re looking for a Specialist Customer Care to handle complex after-sales cases and deliver an outstanding experience to both B2B and B2C customers. You’ll act as a third-level support partner for our Contact Center, managing escalations and liaising closely with our in-house technicians to drive fast and accurate resolutions.

Main Responsibilities:

• Own end-to-end resolution of service cases (B2B & B2C): returns, repeat repairs, new defects/DOA, and cost estimates.

• Provide 3rd-level support to the Contact Center via the ticket system, advising agents, and taking over critical tickets.

• Manage escalation and intervention processes to restore customer satisfaction and meet SLAs.

• Assess service cases for potential technical issues; verify, document, and coordinate next steps.

• Clarify technical matters with in-house technicians and translate them into clear, customer-friendly updates for both B2B/B2C clients, as well as the Contact Center.

• Ensure accurate documentation and progress tracking in SAP R/3 and the ticketing tools; prepare reports as needed.

• Contribute to the continuous improvement of processes and the expansion of the knowledge base.

• Completed commercial vocational training (or equivalent).

• Experience in service and complaint management.

• Customer-facing experience with both B2B and B2C stakeholders.

• Solid IT skills: SAP R/3 and MS Office.

• Fluent German (spoken & written) and good English (spoken & written).

• Strong customer orientation, excellent communication, and composure under pressure.

• Technical aptitude; quick to grasp product/service mechanics.

• Team spirit, friendly and persuasive manner, flexibility, and resilience.