Expert (m/w/d) Service Quality & Customer Experience

Sustainable energy is more than a trend for you – you want real impact and responsibility with meaning? Out of theory, purely in customer proximity, quality and processes that make the difference? Then we are looking for you: A dedicated personality that together with us systematically improves the customer experience and raises the quality of service to a new level. There is a meaningful job where you actively contribute to climate neutrality and energy transition. If you’re curious about how to raise our customer experience to the next level, you’d like to become an expert (m/w/d) service quality & customer experience.

Quality assurance: You carry out quality measurements on the basis of customer service samples, evaluate them and ensure compliance with our service objectives – in particular in cooperation with our service providers Analyzing data & deriving recommendations for action: Various sources such as surveys, trustpilot or Google use you to evaluate relevant customer satisfaction data and derive targeted impulses for quality improvement Improving customer experience: You systematically analyze customer feedback, recognize patterns and develop concrete measures to optimize communication and contact points Keeping in mind processes: Relevant service processes such as supplier changes or relocations You monitor reliably, support documentation and help continuously improve processes Team & Projects support: You actively contribute to quality tours, team meetings and smaller projects – and support where there is just need

Design service quality: You contribute to making every customer experience a bit better – with your claim to excellent service and the view for the whole Detecting potential for improvement: you analyze KPIs, customer feedback and process data with real interest and develop sound ideas for optimisation Bringing in or restarting experiences: Whether with expertise from customer service, quality assurance or product management – new perspectives are welcome as well as fresh motivation Structured work & communicating clearly: You also keep an overview of complex topics, work methodically and bring content to the point in a comprehensible manner – in writing as in the conversation Use or build industry knowledge: An existing background in the energy industry is a plus – alternatively, you can acquire the necessary expertise quickly and actively Prepare information in a targeted manner: You use MS Office to make content appealing and convincing for reports, presentations or meetings Proactive thinking & evolving: Existingly behind you, you introduce new impulses and develop processes, communication and customer experience together with us

Sensual task: You actively shape the energy transition and improve the customer experience every day Team culture: A strong union, open communication and flat hierarchies shape our cooperation Design playroom: You bring your own ideas and can contribute processes Development: Training and regular feedback at eye level support your personal and professional development Attractive package: You benefit from an unlimited contract, performance-related salary incl. Premiums and grants for BAV and Jobticket Flexible work: A hybrid model and a modern workplace in a central location create optimal framework conditions Well-being factor: You enjoy free drinks, healthy snacks and our weekly team lunch JOBV1_EN