Customer Support Specialist - 1st Level

Payments & Cards Network; Berlin; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading financial services company in Berlin is seeking a customer service professional to oversee reporting, financial management, and team support. This role emphasizes strong communication and analytical skills, aiming to enhance service quality and customer retention. The ideal candidate should be fluent in German and possess a good command of English. Benefits include a home office budget and a dedicated learning budget.

Leistungen

Home office and equipment budget

Dedicated learning and development budget

Transparent framework for career progression

Competitive compensation

Qualifikationen

• Extensive experience in customer service with a focus on communication, service quality, and customer retention.
• Proven ability to develop process/work instructions and training materials.
• Strong analytical and conceptual strengths.
• Excellent interpersonal and communication skills.
• Fluent in German and good in English.

Aufgaben

• Prepare regular operational reports and lead review meetings.
• Review and approve invoices and manage financial adjustments.
• Maintain skill matrices and coordinate training initiatives.
• Create text templates and documentation.
• Perform quality checks and manage escalations.
• Assess change requests and support process improvements.
• Serve as a point of contact for various matters.
• Provide operational support during team lead absences.

Kenntnisse

Customer service experience

Communication skills

Analytical skills

Organizational skills

Interpersonal skills

Jobbeschreibung

Your Role

Reporting & Analysis:

Preparation of regular operational reports (daily, weekly, and monthly); leading review meetings to evaluate performance against SLAs; analyzing planned vs. actual working hours; overseeing budget control and forecast management.

Financial & Operations Management:

Reviewing and approving invoices from external service providers; conducting performance calibration sessions; managing financial adjustments, loss events, and refunds.

Agent Management & Support:

Maintaining and updating skill matrices; organizing and supporting onboarding and offboarding processes; coordinating training initiatives; providing technical and administrative support to the team; ensuring completion of mandatory training.

Content & Process Development:

Creating and maintaining text templates, process documentation, work instructions, and training materials; ensuring continuous updates to internal knowledge bases and documentation platforms.

Quality Management & Escalations:

Performing targeted quality checks; handling and escalating complex customer cases; representing the customer service perspective in the development of new products, services, and processes.

Change Management & Collaboration:

Assessing and escalating change requests; actively contributing to process improvement and optimization; supporting the creation and maintenance of internal FAQs.

Communication & Interface Management:

Serving as a point of contact for contractual, personnel, and regulatory matters; collaborating closely with both internal teams and external partners.

Team Leadership Support:

Providing operational support and representing the team lead during absences.

Depending on your experience level, your specific responsibilities will be adjusted. We value personal and professional growth and support it through a structured learning framework. Together, we’ll define how you can best contribute to our team.

What You Bring

• Extensive experience in customer service with a strong focus on communication, service quality, and customer retention.

• Proven ability to develop text modules, process and work instructions, and training materials with strong organizational and practical relevance.

• Analytical and conceptual strengths to understand complex workflows and identify efficient solutions.

• Excellent interpersonal and communication skills, with a professional and empathetic approach.

• Language proficiency: German (fluent), English (good).

Our Benefits

• Home office and equipment budget

• Dedicated learning and development budget

• Transparent framework for career progression

• Competitive compensation