Customer & Service Support Coordinator (m/f/d)

full-time/Vienna

to support our Service Partner Managers and provide first- and second-level support to end customers.

Your Responsibilities:

Support for Service Partner Managers:

• Expand and strengthen our service partner network by selecting and onboarding new partners to ensure premium customer service across the EMEA region..
• Overseeing outsourced service centers and ensuring compliance with service level agreements (SLAs).
• Spare parts and logistics management: Ensuring the timely availability of spare parts and devices while monitoring stock levels.
• Quality control: Reviewing returned goods and repairs, deciding on further use or disposal.
• Reporting: Preparing analyses on returns, defect rates, and service costs, as well as developing optimization proposals.

First- and Second-Level Support:

• Handling written and telephone inquiries from end customers (B2C) regarding products, repairs, and warranty cases.
• Coordinating repair requests and forwarding them to our service partners in various countries.
• Managing AI-powered chatbot responses and continuously improving its knowledge base to enhance customer interactions.
• Identifying and implementing process improvements to reduce returns and enhance customer satisfaction.

Your Profile:

• Experience in after-sales management, customer service, or service coordination, ideally in the consumer electronics sector.
• Technical understanding and affinity for electronic products.
• Excellent problem-solving skills with the ability to work independently and collaboratively in a fast-paced environment.
• Analytical skills for optimizing service processes.
• Excellent English skills; additional languages are an advantage.
• Experience with ERP and CRM systems (preferably Microsoft Business Central) is a plus.

What We Offer:

• Competitive salary starting at EUR 42,000, with potential overpayment based on qualifications and experience.
• Flexible working hours, employee discounts, and continuous professional development opportunities.
• Independent work in an international, innovative, and team-oriented environment.
• Flat hierarchies, short decision-making processes, and a modern office in central Vienna (1010).
• Long-term career growth, with room for creativity and the opportunity to contribute ideas actively.

If you are passionate about delivering top-notch customer support and want to be part of a dynamic and innovative team, we look forward to your application!

Please send us your application documents, including your CV in English, your salary expectations, and your earliest possible starting date under the Identification number 105.758 preferably via our ISG career portal or by eMail.ISG Personalmanagement GmbH
A-1030 Wien, Dannebergplatz 19
Horst Neumayer, T: +43 1 512 35 05
@:bewerbung@isg.comAPPLY