(Junior) Customer Service Complaints Agent - German Speaking (m/f/d)

The role

You will handle customer complaints for German-speaking markets. You will analyze root causes to improve processes and coordinate with internal departments to resolve complex issues.

What you will do

• Handle customer complaints independently and on time.
• Analyze reasons for complaints to identify operational weaknesses and initiate process improvements.
• Make decisions regarding goodwill arrangements within defined guidelines.
• Craft clear, empathetic, and regulatory compliant responses to complaints.
• Identify potential operational or legal risks.
• Coordinate with internal departments like Product and Operations to resolve issues.

Required qualifications

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries.
• Strong understanding of de-escalation strategies.
• Ability to communicate complex issues in an understandable and solution-oriented manner.
• Ability to prioritize correctly with high ticket volumes and comply with Service Level Agreements (SLAs).
• High sense of responsibility, teamwork skills, and a proactive approach to problem-solving.
• Minimum C1 fluency (written and spoken) in both English and German.
• Good IT skills (especially Google Workspace, Zendesk).

Nice to have

• Experience in the financial services industry or a comparable regulatory environment.
• Any additional language skills

Benefits

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours.
• Home office.
• 30 vacation days.
• Company pension scheme supported with 20%.
• Subsidized Urban Sports Club membership of more than €20 per month.
• Subsidized Deutschland Ticket of €25 per month.
• JobRad bike leasing with tax savings and covered monthly insurance costs.
• Snacks, daily fresh fruit and drinks provided at the office.
• Relocation support may be provided.

About the company

Raisin is a FinTech platform that connects consumers with banks in the EU, the UK and the US. The company employs more than 800 people from over 75 countries.