We are seeking a skilled and dedicated German speaking Subject Matter Expert. The ideal candidate will be responsible for handling escalations and will act as the expert for cases, will use their in-depth knowledge and expertise in the specific field or subject to deliver accurate and up-to-date information, advice, and solutions.

Key Responsibilities

• Provide expert knowledge and insights in their specific area of expertise.
• Handle escalations related to contract management, order processing, customer care, invoicing and cancellations and provide guidance to the customer service team based on their expert knowledge.
• Manage contractual agreements and ensure compliance with established terms and conditions.
• Support invoicing and credit processes, ensuring accuracy and timely resolution of discrepancies.
• Assist in the development and review of project documentation, training content, and manuals.
• Senior support for Processes, Systems and Business Transformation.
• Participate in discussions on new products and integration into standard processes.
• Provide exceptional customer care and manage inquiries across various channels.
• Works closely with the Team Leaders, Trainers and Quality Coaches on the account to drive a culture of performance.

Requirements:

• C1 level in German and medium proficiency in English.
• In-depth knowledge of the Telco industry.
• Proficient in project management and team leadership.
• Excellent problem-solving and decision-making skills.
• Strong communication and presentation skills.
• Ability to prioritize multiple tasks and maintain professional relationships.
• Good judgment, decision-making skills, and professional appearance.
• Key competencies: adaptability, action-oriented, accountability, drive for results, and collaboration.
• Proficiency in CRM systems and call center software.
• Strong communication skills to build rapport with customers.
• Goal-oriented mindset and team player.

Education and Qualifications:

• Proven work experience as a Subject Matter Expert or similar role.
• Minimum of 3+ years' experience in customer service and/or complex Backoffice processing.