Business Process Manager (Technical) Customer Service Mobile B2B (m/w/d)

What prettyTELCO stands out from other personnel agencies is our focus on placing people who are not only professionally qualified but also perfectly humanly fitting into the company. 🤝🏻

We operate nationwide within the telecommunications industry and place great value on a personal approach. We take the time to get to know both companies and candidates, understanding their wishes and requirements. Because at our company, people are at the center – nobody is just a number here! 🚀

Aufgaben

• You will be responsible for designing, introducing, and continuously optimizing business and service processes in the technical B2B customer service.
• You will create, maintain, and update process documentation, work instructions, and service concepts.
• You will ensure that defined service and quality standards are met within the framework of quality management.
• You will develop the technical customer support further and ensure efficient support structures.
• You will take over the interface management and coordinate closely with 2nd- and 3rd-level support.
• You will be a subject matter expert for customer management in our ISMS-certification team and support internal and external audits.
• You will define, monitor, and report SLA and OLA key figures.
• You will manage your projects, including project planning, steering, and documentation.

Qualifikation

• You are an expert for service processes in the B2B mobile phone field and have proven experience in setting up and optimizing service organizations.
• You have a very good understanding of end-to-end solutions in the area of mobile phone technologies.
• You have fundamental experience in specifying requirements and managing changes to ticket tools, as well as BSS and OSS systems.
• You are familiar with the requirements for documentation in the context of ISMS certifications and audits and can implement these in a business-friendly manner.
• You stand out through high service and quality orientation and a well-developed process understanding.
• You work analytically, structured, and solution-oriented.
• You have very good communication and coordination skills.
• You have very good German language skills and good English language skills in writing and speaking.

Benefits

• Unlimited employment contract
• Attractive remuneration package, including a monthly, tax-free and SV-free travel expense allowance of €50.00
• Pension plan with 20% employer contribution
• Individual opportunities for further education and regular training sessions
• Collegial environment, short decision-making paths, and open communication
• A diverse range of tasks and self-responsible work
• Flexible working hours and the possibility of mobile working
• Modern office with height-adjustable desks, air conditioning, barrier-free rooms
• Excellent regional and local transportation links as well as free employee parking spaces (including cost-based E-charging stations from a third-party provider)
• Technical equipment (laptop, docking station, monitor, mobile phone)

We look forward to you and your application! 🤩

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