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Are you an organisation talent, client focused and therefore willing to go an extra mile to bring valuable solutions? We are looking exactly for a person like that! Our client is a famous automotive car manufacturer and together we are searching for a Technical Support Representative (m/f) Customer Relationship Management.

 

Your Responsibilities:
• Analyze and investigate logistic issues using own knowledge, computer applications, databases etc.
• Assist the Operation Manager in team development and people management topics
• Assess requirement to involve other Technical Specialists and/or Management and delegate / escalate according to process when required. Ensure correct activity documentation and routing of delegation via the appropriate systems
• Manage all cases regarding order, return, claim and critical parts management for all business units (passenger cars, vans and trucks)
• Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system)
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members
• Communicating and functioning as an intermediary between HQ, logistic network, process partners other departments and the team
• Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs
• Continuously monitor assigned/open cases in the worklist to ensure timely investigation and response to support requests and departmental reporting commitments to internal partners
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, processes and information systems. Ensure changes to service-relevant operational procedures are incorporated in own work
• Work on continuous process improvements in project groups

 

Required skills and experience:
• You speak German and English on a fluent level (C1)
• You have excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the issue
• You have very good knowlegde of principles and processes for providing customer and personal services
• You are familiar with MS-Office
• You are willing to travel
• You are strongly oriented towards Customer’s Satisfaction, both B2B and B2C
• You are able to handle escalations in combination with regular workload without detriment to own stress level; therefore you have strong stress management skills
• Affinity with the car trade and technology is a plus
• You are good at: time management, accountability and organisation
• You have nice tracking skills and an analytical attitude towards work
• Experience in customer support / problem solving business processes is also a plus

 

Benefits:
Our client offers you in exchange a job opportunity in a multicultural working environment plus
• An attractive salary in addition to a variety of bonuses
• A working environment with smart, dynamic colleagues from 30 different nations and abundant opportunities to demonstrate your abilities and learn new skills
• Empowerment to make decisions within the assigned area of responsibility
• Additionally, you will collect a generous relocation package including six weeks housing and reimbursement for first arrival, housing fee and moving costs
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs

Tagged as: claims, CRM, customer relationship management, garantie, logistik, technical support, warranty