Case Manager Kundenmanagement (m/w/d)
Core
End-to-end management of complex customer issues, complaints, and clarification cases for a utility provider serving over one million people.
Role type
Senior Case Manager (Customer Management)
Builds
Resolved customer cases and improved utility service processes
Domain
Utilities (Energy & Water)
Deliverable
client delivery
Required skills
Complex case management, cross-functional coordination, root cause analysis, process improvement, stakeholder communication, SAP IS-U / SAP S4/HANA Utilities
Preferred skills
Atlassian Jira, Confluence, ticket system administration
Responsibilities
Oversee the full lifecycle of complex customer cases from analysis to resolution, identify root causes and define cross-departmental action steps, drive process improvements based on recurring patterns, ensure adherence to deadlines and quality standards, maintain transparent customer communication