Wolters Kluwer

Process Expert, Customer Service – Digital Transformation

Wolters Kluwer

full-time

Posted on:

Location Type: Hybrid

Location: Bretten • Germany

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • As a Customer Service Process Expert (m/f/d), you will drive the digitalization of our service processes and support channels.
  • Together with your team, you will analyze process requirements and support the implementation, rollout and continuous development of our customer-facing support tools.
  • You will take responsibility in change processes as an important component in increasing customer satisfaction and customer retention.
  • In cooperation with national and international internal partners from the business and IT, you will align strategic and operational objectives for new processes and represent our high standards for customer satisfaction.

Requirements

  • A completed vocational or university degree with an IT focus, such as Business Informatics, Computer Science or similar, or a comparable vocational qualification with professional experience in process modeling and process design, combined with solid commercial understanding.
  • You have detailed process knowledge in customer service and have gained experience with ticketing systems in support, ideally with Salesforce Service or comparable tools.
  • You demonstrate a service-oriented mindset and enjoy collaborating with colleagues and international partners to advance the digitalization of our customer service.
  • You have prior experience with new technologies, digitalization, mobile applications and cloud services in your professional work.
  • As a communicative team player (m/f/d), you enjoy sharing your knowledge and supporting the team.
  • You communicate confidently in German and English (B2).
Benefits
  • Job security: You will receive a permanent employment contract with an international company and a company pension plan with personal consultation.
  • Work-life balance: 30 days of vacation, flexible working hours and the option to work remotely on designated days (up to 3 days per week) — so the job fits your life.
  • Work abroad: You can work flexibly from abroad for up to 20 days within a 12-month period.
  • Career development: We support you with structured onboarding, learning on the job, international career opportunities and internal as well as external training.
  • Health & social engagement: Our Corporate Benefits program offers everything from JobRad to life and pension advice. In addition, you receive an extra day off, the Volunteer Day, to support social projects. With our program “Wolters Kluwer hilft” we as a company also support social initiatives.
  • Modern work environment: You will work with high-performance IT equipment, at modern workstations with a shared desk system, complimentary beverages and well-connected office buildings.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
process modelingprocess designcustomer service knowledgedigitalizationmobile applicationscloud services
Soft skills
service-oriented mindsetcollaborationcommunicationteam player
Certifications
vocational degreeuniversity degree in IT