(Junior) CS Operations Manager- Complaints Management (m/f/d)
Core
Handle customer complaints for German-speaking markets, perform root cause analysis, and drive process improvements in a high-frequency financial services environment.
Role type
Junior CS Operations Manager (Complaints Management)
Builds
Sustainable process improvements and customer satisfaction solutions
Domain
FinTech / Consumer Banking / EU & UK markets
Deliverable
client delivery
Required skills
Complaint handling, root cause analysis, de-escalation, regulatory compliance, risk assessment, interface management, prioritization, SLA compliance
Preferred skills
Willingness to relocate, additional language skills
Technologies
Google Workspace, Zendesk
Responsibilities
Handle customer complaints independently and on time; Systematically analyze reasons for complaints to identify operational weaknesses; Make well-founded decisions regarding goodwill arrangements; Craft clear, empathetic, and regulatory compliant responses; Identify potential operational or legal risks; Coordinate with internal departments to resolve complex issues
Seniority
Junior, 1-2 years experience