Customer support advisor managing client calls and providing solutions for products or services. Joining Konecta, a top experience center with significant benefits in Lima.
About the role
- Customer Support Manager at ISCC coordinating customer inquiries and optimising ticketing systems. Passionate team ensuring timely support and enhancing customer experience for sustainability certification.
Responsibilities
- Oversee and coordinate incoming external inquiries via ISCC’s ticketing system, ensuring timely, accurate and consistent communication
- Provide first-level support by categorising, prioritising and routing certification and system-related inquiries to the appropriate experts and teams
- Understand certification-related questions to pre-sort tickets effectively and assign them to appropriate automated workflows
- Review and optimise customer support workflows ; collaborate closely with the Knowledge Manager & Data Analyst and certification teams to enhance response times and service quality
- Configure, maintain and further develop the ticketing system (e.g., Freshdesk), including pipelines, automations, rules, tags and workflows
- Implement automations, webhooks and API-based enhancements to streamline internal coordination
- Use AI tools to support answer creation, FAQs and routing suggestions
- Provide user management, onboarding, training and system assistance for internal colleagues using the ticketing system
- Prepare regular performance reports on support metrics together with the Knowledge Manager & Data Analyst
- Ensure that customer communication aligns with company policy and internal goals
Requirements
- At least three years of experience in customer support, service operations or a related field
- Proven experience with managing and administering ticketing systems (e.g., Freshdesk, Zendesk, Jira Service Management)
- Hands-on experience in ticketing system optimisation and workflow configuration ; experience with webhooks or API integrations is a plus
- Excellent English skills (at least C1)
- Strong analytical and problem-solving skills, combined with creativity and initiative
- Excellent communication skills and ability to translate complex processes into clear explanations
- Service-oriented, proactive and detail-focused working style
- High level of intercultural competence and strong team collaboration skills
- A formal degree is not required, however, the following educational backgrounds may be helpful: Business Administration, Communications or related fields, Marketing, Customer Experience or Service Operations
Benefits
- Great Team Environment
- Various team events throughout the year (Celebrating Diversity, Summer Team Event, Christmas Party)
- Close collaboration with our sister companies Meo Carbon Solutions GmbH, GRAS Global Risk Assessment Services, 4C Services and ClimatePal, giving you even more development opportunities
- Individual learning and development plan
- Professional onboarding to help you have an ideal start with us
- Frequently feedback sessions to ensure a high quality of communication and mutual reflection
- Many free language classes
- Access to several technical specific as well as training courses
- The opportunity to work independently and shape processes
- We promote from within!
- Work-Life Balance
- Hybrid set-up
- 4 weeks remote work at a place of choice (after probation)
- Flexible working hours and trust based working time
- 30 vacation days and 3 additional vacation days (Christmas eve, new year’s eve, carnival monday)
- Sabbatical options
- A generous pension scheme (bAV) in line with our sustainability values
- JobTicket/Deutschlandticket
- Annual bonus scheme based on performance
- Wellness Programs
- Subsidized Urban Sports Club
- Active Break scheme with weekly Yoga sessions
- Health weeks promoting healthy habits in personal and professional life
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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