Kundenberater (m/w/d) 2nd-Level Kundenberatung & Servicequalität
Core
2nd-level customer service specialist handling escalated inquiries, complaints, and service quality monitoring for energy customers.
Role type
Senior IC customer service advisor
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 management, service quality analysis, cross-functional communication, process improvement, stakeholder coordination
Preferred skills
Energy sector knowledge, analytical thinking
Responsibilities
Escalate and resolve complex customer issues from 1st-level, professionally handle complaints, monitor and respond to customer reviews on platforms, analyze recurring themes in customer feedback, monitor service quality of external providers, propose and implement process improvements based on observations