Customer Care Agent (Complaint Management)

An experience that matters: your skills

• Fluent German (C1) with excellent written and spoken communication skills.

• Good English (C1) in both written and spoken communication.

• Strong customer communication skills, particularly in handling complaints professionally and empathetically across written channels, via telephone, and during de-escalation situations.

• High service orientation, strong problem-solving abilities, and patience when dealing with complex customer issues.

• Experience in managing upset customers and applying de-escalation techniques, including in writing, over the phone, and in high-stress situations.

• Proficient with MS Office applications and comfortable working with standard business software.

• Familiarity with CRM systems and complaint management tools.

• Previous experience with warranty claims, service requests, or technical product complaints is a strong advantage.

A job that matters: your tasks

• Serve as the first point of contact for customers, focusing mainly on written communication (email and chat), while also handling calls and de-escalating sensitive issues related to dormakaba products.

• Manage and resolve customer complaints about product malfunctions, warranty claims, and issues with door systems (e.g., automatic doors, electronic locks, smart access systems), as well as commercial and logistic claims.

• Review, assess, and document reclamations within warranty periods, ensuring a professional and prompt resolution process.

• Communicate clearly, empathetically, and precisely in German (C1) and English (C1), maintaining a customer-centric tone, especially when responding to complaints.

• Enter, verify, and update customer information accurately in our internal CRM and service management systems.

• Handle escalated customer situations involving malfunctioning products, service dissatisfaction, or logistical concerns, aiming for solution-oriented de-escalation.

• Collaborate closely with service technicians, technical support, and back-office teams to ensure swift handling of warranty claims and repairs.

• Support the continuous documentation and improvement of complaint handling processes, contributing to overall customer satisfaction and service excellence.

A workplace that matters: Our offering 

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust. 
• Attractive remuneration package. 
• Opportunity for flexibility with a hybrid working model. 
• Home office allowance. 
• 25 days paid annual leave. 
• Additional health insurance. 
• 200 BGN Food vouchers. 
• Public transportation card. 
• Optional parking space. 
• Multisport card. 
• Language training opportunity. 
• Employee referral program. 
• Brand new modern office premises in a class A business building. 
• Fresh fruits in the office. 
• Training and mentorship programs. 
• Access to over 15,000 LinkedIn Learning courses to assist in your professional development.