Advanced Customer Loyalty Consultant

• Handling complex loyalty program inquiries beyond first-level customer service
• Independently analyzing cases and developing structured, customer-oriented solutions
• Acting as the first point of contact for 2nd-level inquiries
• Performing checks in multiple systems (e.g. CRM, workflow, ticketing, Clarify, Techsee)
• Creating and managing IT tickets when required
• Maintaining and managing the Loyalty Input Queue
• Ensuring efficient, timely, and high-quality processing of requests
• Driving continuous improvement of existing business and system processes
• Communicating professionally with customers in writing and by telephone

• Experience in call center and customer service environments
• Completed training in the customer service area
• Very strong IT skills, especially in Microsoft Office, CRM, workflow, call center and ticketing systems
• Excellent communication skills and customer orientation
• High resilience, flexibility, and enthusiasm
• Strong analytical thinking and structured working style
• Ability to manage difficult customer situations diplomatically and professionally
• Enjoyment of customer interaction via telephone and written communication
• Fluent German is essential
• English required

French and Italian are a plus