Operations Support (f / m / d)

Randstad stands for equal opportunities and fair treatment. If these values are important to you as well, join us! Currently, we are filling a vacant position as operations support for our customer in the medical technology sector in Wiesbaden . In addition, we offer competitive compensation and attractive social benefits. Convinced? Then it's best to apply online right away! We support and welcome applications from individuals with disabilities.

• Independent processing of customer inquiries in the complaints system
• Digitization and monitoring of incoming escalations according to the specified service level
• Root cause analysis and resolution of customer escalations in collaboration with adjacent departments, e.g. e-commerce, finance, logistics, IT
• Independent response to field service inquiries regarding customer complaints
• Prompt support of agents in user access management and monitoring of the service level
• Support in individual case processing of complaints and queue management, as well as monitoring of the service level
• Ensure that all activities are performed in compliance with quality system requirements
• Maintain accurate and up-to-date records of all customer interactions and escalations
• Provide timely and effective communication to customers and internal stakeholders
• Identify trends and patterns in customer complaints to recommend improvements
• Collaborate with cross-functional teams to resolve complex issues
• Preferably a Bachelor's degree in Business Administration, Customer Service, or a related field, alternatively a completed vocational training, e.g. Office Management Clerk, Industrial Clerk, or a similar qualification
• Several years of experience in a customer service or complaint management role
• Proven track record of handling escalations and resolving customer issues
• Experience in a similar role within the e-commerce, finance, logistics, or IT sectors
• Previous experience in a supervisory or team lead position
• Experience with healthcare systems
• Experience with digital tools for complaint management and escalation tracking
• Knowledge of quality management systems and standards
• Experience with MS Office applications, especially Word, Excel, and PowerPoint
• Good English language skills
• Ability to lead and motivate a team to achieve service level targets
• Strong decision-making and conflict resolution skills
• Excellent organizational and time management abilities
• Working time model : 37,5 h / week
• Attractive pay accoring to the BAP / DGB collective agreement
• Extensive social benefits, incl. Christmas and holiday bonuses
• Representation of interests by a comprehensive works council
• Development of skills
• Free online courses, e.g. "German as a foreign language"
• A wide range of employee benefits / perks