specialist customer care

Vor 5 Tagen

Neu Isenburg, Hessen, Deutschland De'Longhi Group Vollzeit

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.

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