TO THE POSITION

• Clarification of the causes of complaints, examination of claims and causers in direct contact with customers and other claimants, service providers, central and decentralized interfaces and insurance companies.
• Decision on reduction, goodwill and compensation payments taking into account the legal provisions and customer service guidelines, examination of possibilities of pre-litigation agreement.
• Cooperation with the legal department and the lawyers commissioned by Customer Service, lawsuit and judgment evaluation.  
• Creation / needs-based control of response letters using text modules and individual formulations. Active telephone complaint processing, telephone negotiations with lawyers, consumer protection associations, arbitration boards and the Federal Aviation Office (LBA). 
• Statistical recording or checking of the automatically recorded causes of complaints, payment instigations and recourse controls, checking of cost notes via legal fees 
• Creation, completion and control of electronic files for processing. Prompt request for comments and follow-up in the event of missing comments.
• Evaluation of open receivables from customer accounting.
• Qualitative review of automatically processed complaints with the aim of constantly increasing the level of automation.
• Quality assurance of the decentralized complaint processing by showing optimization potential. Participation in the implementation of suitable measures for process optimization. 
• Forwarding of quality-relevant information to responsible interfaces for product optimization as well as internal forwarding of new jurisprudence.
• Support in the operational tasks of the areas of customer service, back office and front office according to seasonal necessities in the disposition.

TO THEM

• Completed commercial training
• Several years of professional experience in the field of customer service / complaint processing as well as tourism knowledge
• Very good knowledge of MS Office products
• Good system knowledge in NewSkies, Balance, IRIS.plus, @comRes is desirable
• Very good oral and written communication skills
• High level of empathy and persuasiveness
• Resilience and flexibility, including with seasonal fluctuations in workload
• High degree of solution-oriented decision-making and independent, careful and reliable way of working
• Good written and spoken English and German

OUR RANGE

• A job at the world's leading tourism group
• Extensive talent promotion and development opportunities
• Collective bargaining allowance including vacation and Christmas bonuses
• Attractive surcharges for work on Sundays and public holidays
• Excellent perks such as travel discounts
• Work-life balance offers (e.g. parent-child office, development of home office options, temporary changes in working hours)
• modern company canteen, free water dispenser and fruit baskets
• Diverse health offers and programs
• An open Duz culture and a pleasant working environment
• Possibilities for a temporary assignment abroad