Operations Support Specialist

vor 1 Monat

Düsseldorf, Nordrhein-Westfalen, Deutschland METRO Markets GmbH Vollzeit

Unlock Your Potential in Value-Added Service Operations

We are seeking a proactive and detail-oriented individual to support the day-to-day operations of our Installation Services team. In this role, you will be responsible for ensuring smooth and efficient service delivery for our professional kitchen equipment sold on our platform.

Key Responsibilities:

  • Data Consolidation: Collect and consolidate data for each installation service case from various back offices and Freshdesk into a central ticket system, ensuring up-to-date and accurate records.
  • Issue Resolution: Identify and proactively address bottlenecks and issues in the service process by coordinating with stakeholders such as manufacturers, service providers, delivery companies, customer service, and customers.
  • Case Management: Manage complex cases involving multiple stakeholders, ensuring all relevant parties are informed and updated, particularly in situations involving delays or replacements.

Example tasks include:

  • Investigating and resolving issues such as incorrect customer contact details or unidentified parcels at service partners.
  • Coordinating technical support requests between service partners and additional support teams.
  • Ensuring timely communication to customers regarding delays or changes in service schedules.
  • Customer Service Support: Act as a Level 3 support for customer service inquiries, providing advanced assistance and resolving escalated issues.
  • Stakeholder Communication: Respond to inquiries from service partners, manufacturers, and customers, ensuring effective and clear communication to resolve issues promptly.

Requirements:

  • Language Skills: Proficient in French and English (both written and spoken).
  • Customer Service Experience: Previous experience in customer service or a related field, such as working in restaurant service.
  • Communication Skills: Strong interpersonal and communication skills, with the ability to interact effectively with diverse stakeholders.
  • Problem-solving: Excellent problem-solving abilities and attention to detail.
  • Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Working Hours:

Flexible working hours, with a minimum requirement of 12 hours per week. More hours are preferred and can be arranged according to your availability and workload.

About Us:

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.

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