CS Operations Manager- Complaints Management

You will handle customer complaints independently and on time in the area of Solution Management EU, Customer Service, primarily for German-speaking markets. You will act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment.

What you'll do

• Handle customer complaints independently and on time in a solution-oriented and professional manner.
• Systematically analyze the reasons for complaints to identify operational weaknesses and initiate sustainable process improvements.
• Make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve fast and satisfactory solutions.
• Craft clear, empathetic, and comprehensive responses to complaints ensuring regulatory compliance.
• Identify potential operational or legal risks at an early stage and support their minimization.
• Coordinate closely with internal departments to resolve complex issues quickly and in a customer-friendly manner.

What you'll need

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries – ideally in the financial services industry or a comparable regulatory environment.
• Strong understanding of de-escalation strategies and ability to communicate complex issues in an understandable and solution-oriented manner.
• Strong ability to prioritize correctly even with high ticket volumes and to comply with Service Level Agreements (SLAs).
• High sense of responsibility, teamwork skills, and proactive approach to problem-solving.
• Fluent written and spoken German skills, good English skills.
• Good IT skills, especially Google Workspace and Zendesk.

Nice to have

• Additional language skills.

What they offer

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours, home office and 30 vacation days.
• Company pension scheme supported with 20%.
• Urban Sports Club membership subsidy of over €20 per month.
• Deutschland Ticket subsidy of €25 per month.
• Relocation support available.