4 days ago

Specialist Customer Care

De'Longhi Group

On Site
Temporary
€45,000
Neu-Isenburg, Hesse, Germany

Job Overview

Job TitleSpecialist Customer Care
Job TypeTemporary
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary€45,000
LocationNeu-Isenburg, Hesse, Germany

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Job Description

About the Role: Specialist Customer Care at De'Longhi Group

De'Longhi Group is seeking a dedicated Specialist Customer Care to manage intricate after-sales scenarios, ensuring an exceptional experience for both B2B and B2C clients. In this role, you will function as a third-level support expert for our Contact Center, proficiently handling escalations and collaborating closely with our in-house technical team to secure prompt and precise resolutions.

Main Responsibilities:

  • Take full ownership of end-to-end service case resolution (B2B & B2C): including returns, repeat repairs, new defects/DOA, and cost estimates.
  • Deliver 3rd-level support to the Contact Center via the ticket system, offering expert advice to agents and taking charge of critical tickets.
  • Orchestrate escalation and intervention processes to swiftly restore customer satisfaction and consistently meet Service Level Agreements (SLAs).
  • Rigorously assess service cases for potential technical issues, meticulously verifying, documenting, and coordinating subsequent actions.
  • Clarify complex technical matters with in-house technicians, translating them into clear, customer-friendly updates for B2B/B2C clients and the Contact Center.
  • Ensure meticulous documentation and progress tracking within SAP R/3 and relevant ticketing tools, generating reports as required.
  • Actively contribute to the continuous improvement of operational processes and the strategic expansion of the knowledge base.

Requirements:

  • Completed commercial vocational training or an equivalent qualification.
  • Proven experience in service and complaint management.
  • Demonstrated customer-facing experience with both B2B and B2C stakeholders.
  • Solid IT proficiency, including hands-on experience with SAP R/3 and MS Office.
  • Fluent in German (spoken & written) and possessing good English (spoken & written) language skills.
  • Strong customer orientation, exceptional communication abilities, and the capacity to maintain composure under pressure.
  • Adept technical aptitude, with the ability to quickly grasp product and service mechanics.
  • Possesses team spirit, a friendly and persuasive demeanor, flexibility, and resilience.

Key skills/competency:

  • Customer Service Excellence
  • Complaint Resolution
  • B2B/B2C Support
  • SAP R/3
  • Ticketing Systems
  • Technical Aptitude
  • German Language Fluency
  • English Language Proficiency
  • Communication Skills
  • Process Improvement

Tags:

Customer Care Specialist
after-sales
complaint management
escalation handling
B2B support
B2C support
technical clarification
documentation
process improvement
customer satisfaction
service cases
SAP R/3
MS Office
ticketing systems
CRM software
ERP systems
reporting tools
database management
communication software
knowledge base
troubleshooting tools

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How to Get Hired at De'Longhi Group

  • Research De'Longhi Group's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
  • Tailor your resume: Customize your resume and cover letter to highlight experience in customer care, complaint management, and SAP R/3, using keywords from the Specialist Customer Care job description.
  • Showcase language proficiency: Emphasize your fluent German and good English skills, as they are crucial for this De'Longhi Group role.
  • Prepare for technical and behavioral questions: Anticipate interview questions on handling complex customer issues, utilizing SAP, and demonstrating composure under pressure for this Specialist Customer Care position.
  • Highlight problem-solving skills: During interviews, provide concrete examples of how you've resolved challenging B2B and B2C customer service cases and improved processes.

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