Working Student - Customer Care

Working Student - Customer Care
Germany - Unterföhring

CONTEXT
HD+ is the TV platform with the largest technical reach in Germany. With HD+ TV users in Germany are able to enjoy high-definition television from private broadcasters since 2009. The focus is on TV reception via satellite. Since 2021, the service can also be received on mobile devices and selected TVs via IP without a conventional TV connection, making HD+ technically available for all TV households in Germany. In addition, the HD+ Komfort-Funktion (comfort function) enables users to restart current programs and offers access to catch-up services. Currently, more than 80 channels can be viewed in brilliant HD quality with the HD+ channel package: 26 of the largest private channels, three UHD channels (via satellite) including RTL UHD and ProSiebenSat.1 UHD, plus over 50 free-to-air channels. Thanks to the direct integration of HD+ in new TV sets from Samsung, Panasonic, Sony, Philips, and Vestel, HD+ is easy to use. HD PLUS GmbH is a fully owned subsidiary of satellite operator SES.

ROLE DESCRIPTION 

As a Working Student in Customer Care, you will actively support our team in handling customer inquiries and operational processes. Your primary focus will be on third-level support for complex written inquiries, managing incoming correspondence, coordinating post mailings, and handling returns management. This role provides hands-on experience in customer operations, giving you exposure to both service excellence and process optimization in a dynamic environment.

As a working student - Custumer Care, You will be responsible to : 

• Provide third-level support for escalated or complex customer inquiries via email and ticketing systems.
• Manage and process incoming written customer correspondence efficiently and in a customer-oriented manner.
• Support post mailings and distribution tasks, ensuring accurate and timely execution.
• Coordinate and monitor returns management processes, including documentation and follow-ups with internal teams.
• Collaborate closely with cross-functional teams (e.g., logistics, finance, product management) to ensure resolution of customer issues.
• Contribute to knowledge base updates and process improvements by documenting recurring inquiries and solutions.
• Assist the Customer Care team with ad hoc tasks and projects as required.

YOUR PROFILE : 

1- MUST HAVE

• Enrolled as a student (Bachelor’s or Master’s) in Business Administration, Communications, Economics, or a related field.
• Availability of 15–20 hours per week during the semester, with flexibility during exam periods.
• Strong communication skills, both written and spoken in German, with the ability to handle sensitive or escalated cases professionally.
• Detail-oriented and organized, with the ability to manage multiple tasks.
• Proficiency in MS Office Suite.
• Proactive, hands-on attitude and willingness to learn.
• Team player with the ability to work independently when needed.
• Ability to analyze and resolve inquiries with accuracy and customer focus.

2- NICE TO HAVE

• Experience with ticketing or CRM systems is a plus.
• Initial work experience (e.g., through internships, student jobs, or vocational training) in customer service, administration, or office management is advantageous.