Support Analyst Digital Sales Channels (limited until 31.12.2028)

Who comes to us moves something. A million city, for example. And the traffic of tomorrow, of course. Together we create a new multimobile age. One that is simply sustainable and sustainable. With heart blood and tradition. With innovative tools and smart ideas. With a great team of people of different origins and a common goal: bring Cologne and climate protection forward.

Support analyst*in Digital sales channels (limited to 31.12.2028) Location: Head of Administration Scheidtweiler Strasse

Do you want to actively shape digital mobility in Cologne and improve service quality for thousands of users? As a customer supporter*in the 2nd level support, you will ensure that problems around our ticketing and information apps are solved quickly and reliably. With your commitment, you make sure that our digital offers work smoothly – and thus strengthen confidence in a modern, customer-oriented ÖPNV.

Edit & classify: Own responsibility you accept customer requests via our online distribution systems, our apps and our customer portal and classify them. Check & control: You are responsible for and controlling the solution finding of standard problems and frequent requests from customers, thereby contributing to customer satisfaction. In addition, you will check and cancel multiple financial statements taking into account applicable refund policies of the KVB. In case of more complex problems, you will follow this to the 3rd level support. Communicate & support: You always stand with an answer for any questions of the user regarding the entire support process. Fraud management: The collection and processing of requests for information from investigating authorities on fraud cases and fraud cases submitted by customers is also part of your task. You always have a look at the internal requirements of the KVB.

Qualification: You have an already completed professional training. Expertise & know-how: You have several years of professional experience in dealing with customers and accordingly have a strong customer and service orientation. In addition, you convince with your technical and commercial understanding and bring a high cost awareness. You also have good knowledge of German and English in word and writing. Personality & working methods: At work you show a high level of communication and enforcement as well as a safe occurrence. You are flexible because both your willingness to use in the entire area is desired in terms of topics, time and projects as well as in shiftwork. Team spirit and persuasiveness are your strengths.

This is how we are successful together: We are looking forward to you and preparing everything: A structured integration plan as well as concrete contacts for your perfect start with us awaits you. Differences? We're the same! With us, diversity has progress. Because what counts for us are your personality and your abilities – nothing else. Does the sun shine with us? Don't. But on the one hand, conflicts in corresponding fault culture can also be productive. On the other hand, this gives us the motivation to be a little better tomorrow. In the #TeamHerzschlag you have the opportunity to actively participate from the start, to develop new ideas and to develop yourself in your new place. Because we jointly shape the mobility of tomorrow!

Attractive conditions Payment by collective agreement (TV-N), annual special payments, tax-benefit conversion and occupational pension provision Work-life balance 30 days holiday plus relief days, 39 hrs. week, occupational health care, flexible working hours, home office, company doctor and social consultation Further advantages partner company culture, job ticket (Germanyticket) and targeted training