Your tasks

Daily customer contact: You are in contact with customers every day, by phone and in writing. You proactively reach out instead of waiting for escalations and are the face and voice of hansetherm for your cases.
Ticket management: You process your cases in our Salesforce Service Cloud ticketing system: recording, qualifying, prioritizing, resolving, or smoothly handing them off to project management and technical support. You follow up on feedback and ensure nothing gets lost.
Escalations and settlements: You take on the difficult cases: dissatisfied customers, points of contention, deadlocked situations. You listen, negotiate, and find agreements that work for both the customer and hansetherm.
Payment management: You pick up the phone when invoices are outstanding, clarify the reasons, negotiate solutions and ensure that money comes in without damaging the customer relationship.
Review management: You manage our channels on Google and Trustpilot, respond to reviews, resolve critical issues through direct communication, and actively solicit recommendations from satisfied customers.

Your profile

You are a problem solver: A case that lands on your desk will be solved, regardless of whether it comes in via ticket, email or phone call.
You communicate effectively on both channels: confidently and wittily on the phone, clearly and precisely in writing.
You love operational work at a high pace: many cases, clear priorities, visible results at the end of the day.
You are a strong negotiator: friendly in tone, firm in substance, and you emerge from unpleasant conversations with a positive outcome. Conflicts, complaints, and discussions about money are part of your daily work routine, nothing to get worked up about.
You persevere until a case is truly resolved, instead of passing it on or ignoring it, and you document everything clearly so that everyone on the team can understand the status.
Ideally, you have experience in receivables management, complaint management, sales or a service-intensive environment, but this is not a requirement.

Responsibilities

Daily customer contact: You are in contact with customers every day, by phone and in writing. You proactively reach out instead of waiting for escalations and are the face and voice of hansetherm for your cases.
Ticket management: You process your cases in our Salesforce Service Cloud ticketing system: recording, qualifying, prioritizing, resolving, or smoothly handing them off to project management and technical support. You follow up on feedback and ensure nothing gets lost.
Escalations and settlements: You take on the difficult cases: dissatisfied customers, points of contention, deadlocked situations. You listen, negotiate, and find agreements that work for both the customer and hansetherm.
Payment management: You pick up the phone when invoices are outstanding, clarify the reasons, negotiate solutions and ensure that money comes in without damaging the customer relationship.
Review management: You manage our channels on Google and Trustpilot, respond to reviews, resolve critical issues through direct communication, and actively solicit recommendations from satisfied customers.

You are a problem solver: A case that lands on your desk will be solved, regardless of whether it comes in via ticket, email or phone call.
You communicate effectively on both channels: confidently and wittily on the phone, clearly and precisely in writing.
You love operational work at a high pace: many cases, clear priorities, visible results at the end of the day.
You are a strong negotiator: friendly in tone, firm in substance, and you emerge from unpleasant conversations with a positive outcome. Conflicts, complaints, and discussions about money are part of your daily work routine, nothing to get worked up about.
You persevere until a case is truly resolved, instead of passing it on or ignoring it, and you document everything clearly so that everyone on the team can understand the status.
Ideally, you have experience in receivables management, complaint management, sales or a service-intensive environment, but this is not a requirement.