We're looking for a Specialist Customer Care to handle complex after-sales cases and deliver an outstanding experience to both B2B and B2C customers. You'll act as a third-level support partner for our Contact Center, managing escalations and liaising closely with our in-house technicians to drive fast and accurate resolutions.

Main Responsibilities:

Own end-to-end resolution of service cases (B2B & B2C): returns, repeat repairs, new defects/DOA, and cost estimates.
Provide 3rd-level support to the Contact Center via the ticket system, advising agents, and taking over critical tickets.
Manage escalation and intervention processes to restore customer satisfaction and meet SLAs.
Assess service cases for potential technical issues; verify, document, and coordinate next steps.
Clarify technical matters with in-house technicians and translate them into clear, customer-friendly updates for both B2B/B2C clients, as well as the Contact Center.
Ensure accurate documentation and progress tracking in SAP R/3 and the ticketing tools; prepare reports as needed.
Contribute to the continuous improvement of processes and the expansion of the knowledge base.
Completed commercial vocational training (or equivalent).
Experience in service and complaint management.
Customer-facing experience with both B2B and B2C stakeholders.
Solid IT skills: SAP R/3 and MS Office.
Fluent German (spoken & written) and good English (spoken & written).
Strong customer orientation, excellent communication, and composure under pressure.
Technical aptitude; quick to grasp product/service mechanics.
Team spirit, friendly and persuasive manner, flexibility, and resilience.

De'Longhi

Jobs:

specialist customer care

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