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

  • Hybrid
    • Neu-Isenburg, Hessen, Germany
  • DLD | Customer Care

Make a visible impact on customer satisfaction throughout the after-sales journey.

Work closely with technical experts and customer-facing teams in a collaborative environment.

Job description

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.

Job requirements

  • 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.

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