Process & Escalation Associate (German speaking, fixed-term) - m/f/d
YOUR MISSION AT VOI
As Process & Escalation Associate you will support customer escalated issues and manage the most sensitive critical incident cases in close collaborations with stakeholders across the Legal-, Insurance-, Operations-, Safety-, and Market Policy team. In this role you will work continuously to ensure compliance with company policies and procedures, while ensuring high quality customer requests resolutions across all markets. This will include:
- Supporting the customer support agents to resolve tickets in line with company policies
- Managing and resolving sensitive critical incident cases (1st to 3rd line) by ensuring high quality communication, collecting documentation, and coordinating between customers, external stakeholders and the internal Legal-, Insurance-, Operations-, Safety-, and Market Policy teams
- Contributing to root cause analysis to address underlying problems for escalations and working continuously to provide feedback and suggestions for enhancing the customer experience operations
- Collaborating with the rest of the Customer Experience Operations team to address gaps and unclarities in documentations, update and develop new training material, improve utilisation of the Customer Experience-chatbot, to enhance the case management and service quality across all markets
WHAT YOU NEED TO EMBARK
We are looking for a motivated, detailed- and solution-oriented team player with the ability to stay structured and calm while quickly understanding, summarizing and resolving highly sensitive issues. In addition to this, we believe the right person has:
- Professional fluency in English and German, both written and spoken
- Experience working with customer experience or customer service operations with set KPIs and resolution rates
- Experience from working with escalated and complex customer support cases
- Experience from following and ensuring compliance with defined company policies and standard operating procedures
- Experience from collaborating independently with diverse senior stakeholders
- Proficiency in G-suite
WHY VOI?
Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:
- Join the #1 micromobility company in Europe and one of the fastest growing scaleups
- Manage the most sensitive critical incident cases while ensuring high quality customer requests resolutions across all markets
- Work with inspiring, motivated and fun colleagues toward a common goal
- Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution
- Business area
- Business Operations
- Locations
- Berlin Office, Stockholm
- Remote status
- Hybrid
- Employment type
- Full-time
About Voi Technology
Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the leading shared micromobility operator in Europe, with HQ in Stockholm (Sweden), operating 100,000+ vehicles in 100+ towns and cities across 12 countries, serving 7+ million riders with over 300+ MILLION rides to date, and we have no intention of stopping here! We believe that micromobility will play a central role in changing how people move in our towns and cities in the future and want to ensure that the micromobility transformation happens the right way - through real innovative technology, partnership and transparent dialogue with towns, cities and governments, and by adapting our products to the local needs. In addition to improving quality of life in cities around the world, we are contributing to the solution for climate change by making sustainable transportation options more widely available and promoting renewable energy use and circularity along our supply chain.
Diversity Matters
As a Voiager, we offer you a friendly and fast-paced workplace where you can bring your whole self to work, regardless of gender, age, ethnicity, religion, disability or sexual orientation - and welcome applications from whoever you are, including veterans, those actively serving as a Reservist and their partners. What is most important to us is how you treat others and what skills and value you bring to our team. We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. With employees from over 50 nationalities working within Voi, we believe we have made good progress but know we can still do more - therefore we discourage any photos, personal letters, or disclosure of any information that concerns other information than your professional experience.
Process & Escalation Associate (German speaking, fixed-term) - m/f/d
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