Invia Group

Customer Support

• Structural and operational organization and management of a team of service-center fulfillment partners in the tourism sector located outside Europe to support our after-sales customers
• Development and implementation of strategies to improve service quality and customer satisfaction at partner service centers
• Ensuring high after-sales efficiency and quality using clearly defined KPIs
• Close collaboration with colleagues in Vendor Management, team leadership, the service leadership team and internal specialist departments
• Coordination and delivery of onboarding and training measures, partly on site at partner locations
• Preparation and analysis of KPI reports and derivation of measures to improve processes and quality
• Management of billing data and analysis of monthly service performance

Customer Care Vendor Manager

Product Designer

• Strategic development and maintenance of our brand design
• Ensuring a clear, distinctive visual brand identity
• Developing design systems that are both brand-strong and performance-oriented
• Creating master designs/templates for key channels
• Ensuring high visual and conceptual standards across all deliverables / design outputs
• Promoting innovative and effective design
• Evolving and internally aligning our Brand Guidelines
• Close collaboration with the marketing teams and product design

Lead Designer, Brand & Marketing

Ecommerce

• Bearbeitung von Onlinebuchungen
• Sicherstellung einer hohen Kundenzufriedenheit durch effiziente und freundliche Betreuung
• Direkte Kommunikation per Telefon oder E-Mail mit unseren Kunden von ab in den urlaub
• Dokumentation von Kundeninteraktionen und -anfragen in einem CRM-System
• Bearbeitung von schriftlichen Kundenanliegen, z.B. zu Themen wie Rücktritt / Umbuchung und Online Check-In oder Freigepäck
• Beratung zu Zusatzprodukten, wie z.B. Reiseschutz oder Mietwagen

Customer Care Vendor Manager

Lead Designer, Brand & Marketing

Mitarbeiter Backoffice Kundenbetreuung – E-Commerce