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

• 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 market