Randstad stands for equal opportunities and fair treatment. If these values are important to you as well, join us! Currently, we are filling a vacant position as operations support for our customer in the medical technology sector in Wiesbaden. In addition, we offer competitive compensation and attractive social benefits. Convinced? Then it's best to apply online right away! We support and welcome applications from individuals with disabilities.
Independent processing of customer inquiries in the complaints system
Digitization and monitoring of incoming escalations according to the specified service level
Root cause analysis and resolution of customer escalations in collaboration with adjacent departments, e.g. e-commerce, finance, logistics, IT
Independent response to field service inquiries regarding customer complaints
Prompt support of agents in user access management and monitoring of the service level
Support in individual case processing of complaints and queue management, as well as monitoring of the service level
Ensure that all activities are performed in compliance with quality system requirements
Maintain accurate and up-to-date records of all customer interactions and escalations
Provide timely and effective communication to customers and internal stakeholders
Identify trends and patterns in customer complaints to recommend improvements
Collaborate with cross-functional teams to resolve complex issues
Preferably a Bachelor’s degree in Business Administration, Customer Service, or a related field, alternatively a completed vocational training, e.g. Office Management Clerk, Industrial Clerk, or a similar qualification
Several years of experience in a customer service or complaint management role
Proven track record of handling escalations and resolving customer issues
Experience in a similar role within the e-commerce, finance, logistics, or IT sectors
Previous experience in a supervisory or team lead position
Experience with healthcare systems
Experience with digital tools for complaint management and escalation tracking
Knowledge of quality management systems and standards
Experience with MS Office applications, especially Word, Excel, and PowerPoint
Good English language skills
Ability to lead and motivate a team to achieve service level targets
Strong decision-making and conflict resolution skills
Excellent organizational and time management abilities
Working time model: 37,5 h/week
Attractive pay accoring to the BAP/DGB collective agreement
Extensive social benefits, incl. Christmas and holiday bonuses
Representation of interests by a comprehensive works council
Development of skills
Free online courses, e.g. "German as a foreign language"
A wide range of employee benefits/perks