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.