Kundenberater (m/w/d) 2nd-Level Kundenberatung & Servicequalität
Core
2nd-level customer service specialist handling escalated inquiries, complaints, and service quality monitoring for gas and electricity customers.
Role type
Senior IC customer service specialist (energy sector)
Builds
Reliable solutions for complex customer issues and improved service quality processes
Domain
Energy (Gas & Electricity) + Customer Service
Deliverable
client delivery
Required skills
Complex problem solving, Complaint handling, Service quality analysis, Process improvement, Cross-functional communication, Analytical thinking
Preferred skills
Energy sector knowledge, German (fluent)
Responsibilities
Escalate and resolve complex customer issues from 1st-level, Handle professional complaints, Monitor and respond to customer reviews, Analyze recurring themes in customer feedback, Monitor service quality of external providers, Propose and coordinate process improvements