Customer Service Advisor, German Speaker
CBREX
Job Level
Mid-LevelSenior
About the role
- Oversee and optimize customer interaction channels across voice, digital, and self-service platforms
- Lead initiatives to improve customer satisfaction and streamline contact center operations
- Ensure consistent service delivery across touchpoints
- Lead strategy and operations of customer contact channels (phone, email, chat, social media)
- Collaborate with IT and business teams to implement contact center technologies and automation
- Translate business requirements into functional designs and support customizing of SAP customer interaction processes
- Analyze customer interaction data to identify trends, pain points, and improvement opportunities
- Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories
- Develop and monitor KPIs for service quality, response time, and customer satisfaction
- Manage vendor relationships and ensure SLA compliance
- Train and support contact center teams to deliver consistent and empathetic service
- Drive continuous improvement through feedback loops and customer journey mapping
- Work across functional business pillars and contribute ideas in an entrepreneurial, high-growth environment
Requirements
- Have a broad business skill set including stakeholder management, problem-solving, and resilience
- Experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences
- Excellent interpersonal skills and strong written and verbal communication skills in Polish (C2 proficiency) and English (C2 proficiency)
- Project-related mobility/willingness to travel
- Lead the strategy and operations of customer contact channels (phone, email, chat, social media)
- Collaborate with IT and business teams to implement contact center technologies and automation
- Translate business requirements into functional designs and support customizing of SAP customer interaction processes
- Analyze customer interaction data to identify trends, pain points, and improvement opportunities
- Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories
- Develop and monitor KPIs for service quality, response time, and customer satisfaction
- Manage vendor relationships and ensure SLA compliance
- Train and support contact center teams to deliver consistent and empathetic service
- Drive continuous improvement through feedback loops and customer journey mapping
- 5+ years of experience in customer service or contact center management
- Strong understanding of omnichannel customer engagement strategies
- Experience with CRM platforms, ticketing systems, and contact center technologies
- Experience with SAP IS-U/UC4G and customer engagement modules in utilities environments
- Strong understanding of customer service processes in the energy sector (Strom/Gas), including regulatory compliance
- Proven ability to lead teams and manage cross-functional projects
- Excellent analytical and communication skills
- Preferred: Experience in regulated sectors
- Preferred: Familiarity with AI-driven customer service tools (e.g., chatbots, sentiment analysis)
- Preferred: Certification in customer experience (e.g., CCXP) or contact center management
- Preferred: Experience with digital transformation or service design projects
