Description
We're looking for a Customer Consultant: Technical Service B2C to join our team at Vattenfall Next Energy GmbH in Berlin. As a Customer Consultant, you will be the personal contact person for our customers when they have complex issues with their photovoltaic systems or heat pumps.
Your role in the team: You will take on customer inquiries that cannot be resolved directly in the 1st level support, listen carefully, and work with our technical departments and service partners to resolve the issue. You will keep your customers informed and ensure they feel well taken care of.
Your tasks and responsibilities:
- Provide telephone and written support to customers with complex issues related to their photovoltaic, storage, and heat pump systems
- Record and initially assess technical faults in customer conversations using monitoring data and guidelines
- Coordinate with internal departments, service partners, and manufacturers to resolve issues
- Handle escalations and demanding conversations professionally and empathetically
- Document all processes in our CRM and ticket systems
- Contribute to knowledge articles and guidelines and help develop our service processes
Qualifications:
- You enjoy customer contact, especially over the phone, and demonstrate strong communication skills and service orientation
- Ideally, you have experience in customer service, technical support, or a similar environment
- You have a technical understanding and are eager to learn about photovoltaic and heat pump systems
- You remain calm, friendly, and solution-focused in challenging conversations
- You work securely with CRM systems and common digital tools
- You have very good German language skills (at least C1) in writing and speaking
Additional information:
- Impact: You are the voice of Vattenfall for our customers and ensure the energy transition works for them
- Ownership: You accompany your cases from the first call to the solution
- Training: We provide structured training in photovoltaic and heat pump systems
- Dynamics: Short decision-making paths and fast implementation processes enable visible successes
- Flexibility: Modern working conditions and flexible working time models
- Development: Diverse career and further education opportunities within the Vattenfall Group
- Culture: An appreciative working environment with modern equipment and strong teamwork