Expert Customer Care Experience (m/w/d)
Core
Ensuring service quality standards for third-party providers, managing customer escalations, and optimizing knowledge documentation and processes for Condor's customer care operations.
Role type
Senior Customer Experience & Quality Assurance Specialist
Builds
Customer care processes, knowledge bases, and support systems for Condor Airlines
Domain
Aviation / Customer Service
Required skills
Complaint management, EU Regulation 261/2004 knowledge, process optimization, stakeholder communication, user management, analytical thinking, project management
Preferred skills
Tourism industry experience, airline background, AI tool application (Copilot/ChatGPT), CRM software familiarity (Salesforce)
Technologies
Salesforce, Microsoft Copilot, ChatGPT, Excel, PowerPoint, Word
Responsibilities
Conduct regular quality audits of service providers and calibrate standards with them; Create and maintain knowledge documents, work instructions, and training materials; Provide 3rd level support and handle customer escalations; Support development of processes and systems including CRM and telephony software; Manage user access for customer care applications; Execute special tasks and projects; Participate in rotating on-call duty for urgent provider inquiries outside regular hours
Seniority
Mid-Senior, hands-on IC