Customer Service Operations Specialist
As a modern energy utility with approximately 1,000 employees, we offer the ideal combination of forward-looking services and the expertise of a local energy provider. Whether it’s electricity, natural gas, heat, or water—we provide it all from a single source. We invest in our city and its renewable energy sources, and we also supply electricity and natural gas beyond our city limits. We are exceptionally versatile and are already adapting to the customer needs of tomorrow.
Your Responsibilities
- Join us in shaping the customer service of the future—strategic, digital, and customer-focused.
- Your mission: Do you want to not only improve processes but also create real added value for customers? Then you’ve come to the right place! As a Specialist in the Customer Service Department (OK), you’ll work at the intersection of strategy, digitalization, and operational excellence.
- Your goal: the highest quality of service, satisfied customers, and efficient processes.
- You’ll provide strategic support to department leadership and actively shape the future of customer service
- You’ll identify opportunities for process optimization and develop innovative solutions—for example, using AI
- You’ll analyze customer journeys and derive measures to improve the customer experience
- You collect and analyze relevant KPIs and use them to develop data-driven recommendations for action
- You will develop a cross-departmental quality strategy and ensure its implementation
- You will efficiently manage projects—from strategy to implementation—and present results in a way tailored to the target audience
- You’ll collaborate in an agile end-to-end team to optimize the entire value chain
- You ensure smooth communication with all relevant stakeholders
Your Qualifications
- A bachelor’s degree in business or engineering, or a comparable qualification with relevant professional experience
- Extensive experience in customer service, project management, and managing complex projects
- Strong numerical aptitude and experience working with KPIs, BI tools, and CRM systems
- A strong understanding of processes and knowledge of the energy industry
- Proficiency with Microsoft 365 and digital tools for process optimization
- An empathetic demeanor, strong negotiation skills, and initial experience in technical leadership
Contact
Sarah Migas
HR Business Partner