Job Description
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