Are you currently working in customer support, resolving complex issues and offering best-in-class customer experience? Want to take the next step and work on more complex cases, root causes of escalations and implementing preventative measures? Then you've come to the right place, because we are looking for a: Customer Excellence Agent / Escalations Specialist (M/F/D) - German market YOUR TASKS - Communication with our rental car customers and partners, primarily by email, but also by phone or chat - Processing complex booking inquiries or complaints and escalation cases (2nd and 3rd level case processing) - Ongoing optimisation and documentation of workflows and processes, as well as independent identification of optimisation potential and driving projects in the area of customer excellence - You act internally as a mouthpiece for our customers and incorporate their feedback into the further development of billiger-mietwagen.de OUR NEW IDEAL COLLEAGUE You have several years of experience in customer support, preferably handling complex queries and customer concerns escalations You can express yourself flawlessly both verbally and in writing in German and English You can distinguish between inquiries, feature requests, application errors or bugs in the software and conception, analyse and reproduce them and thus contribute significantly to finding solutions You are solution-oriented and keep a cool head when dealing with complex queries You are used to managing sensitive cases, document escalations and ensuring compliance with client policies and escalation protocols You are familiar with working with CRMs and Ticketing Tools such as Zendesk, Confluence, etc. A MUST FOR THIS ROLE Your English & German language skills are at a native level or professional level (language skills will be checked!). You live in the Cologne area and enjoy spending two days per week on-site in our beautiful Cologne office and joining our monthly team days. You know that great service starts with great people! That’s why we combine flexible schedules, hybrid work options, and different service hours to make sure our customers (and our team) always get the best experience possible. You are used to supporting German customers and love to find the best solution for them. You consider yourself a team player and love to contribute your own ideas and suggestions to the team. OUR CULTURE AT FLOYT We want to make every day count. This position can be the fast track to your career. Exciting projects and opportunities to grow each day are waiting for you. We are brave and stay curious. You like to dig into new topics, crunch the numbers, decide quickly, learn fast and see setbacks as an opportunity to grow? Perfect, so we are! We believe in acting as owners. We will provide the space and trust to make your own contributions to shape the mobility of tomorrow. We dare to care: - For our customers, by creating the best car rental experience tailored to their needs. - For your private life, by offering flexible working hours, hybrid working schemes, specific benefits based on your location, office exchanges and two amazing office locations in Cologne and Alicante. SOUNDS LIKE JUST THE RIGHT STEP FOR YOU? Then we look forward to getting to know you. Simply apply with your CV, salary expectations and a possible starting date. We look forward to hearing from you!