Senior Customer Experience Specialist – Glasfaser (m/w/d)
Core
Senior specialist responsible for handling complex and escalated customer issues, ensuring high satisfaction, and driving service process optimization for a fiber optic telecommunications provider.
Role type
Senior Customer Experience Specialist (Telecommunications)
Builds
Sustainable customer solutions and optimized service processes
Domain
Telecommunications / Fiber Optic Infrastructure
Deliverable
client delivery
Required skills
Complex case management, Escalation management, Technical analysis, Process optimization, Cross-functional collaboration, Team mentoring, CRM proficiency
Preferred skills
Experience in Telecommunications or IT, Advanced analytical skills, Conflict resolution
Technologies
CRM systems, Microsoft Office
Responsibilities
Handle and steer complex/escalated customer cases to resolution, Analyze technical and organizational issues to develop pragmatic solutions, Support colleagues with expert advice on complex cases, Collaborate with Tech/Sales/Network/Product teams, Identify and implement service process improvements, Participate in cross-functional projects, Train new team members
Seniority
Senior, hands-on IC with mentoring responsibilities