Complaint & Improvement Investigator (with German)

Job description

About the Role: As a Complaint Investigator, you will play a key role in understanding the full story behind customer dissatisfaction and turning it into meaningful service improvements. You will collaborate closely with cross‑functional teams, uncover root causes, and ensure transparent communication back to our customers. Your work will directly contribute to strengthening relationships with our Sales Offices across EMEA and building a culture of continuous improvement. Key Responsibilities: - End‑to‑end management of customer complaints in Salesforce, ensuring timely processing and full follow‑up. - Collecting, validating and analyzing all data required to understand and resolve complaints. - Identifying preliminary root causes and coordinating next steps with responsible departments. - Conducting detailed root cause analyses for Customer Care–related topics. - Providing clear, factual and customer‑friendly feedback based on verified information. - Monitoring invoice delivery through external platforms and resolving discrepancies. - Preparing and maintaining regular operational reports to support transparency and decision‑making. - Supporting continuous improvement and acting as...