Complaint Resolution Specialist (m/f/d)

Grow with us – start your career at IU now!

Join our Quality Management team in full-time (40 hrs./week) as Complaint Resolution Specialist (m/f/d) at one of our locations or remote.

• You are responsible for complaint management and handle complex requests from our international students via mail and on the phone.

• You will support your team leader in standardizing communication in the area of online and on-campus studies.

• You support the creation of student communication by writing high-quality texts, replying to emails, and updating existing documents. Communication includes crisis communication, communication of changes and responses to individual enquiries regarding qualitative topics.

• You monitor and edit tasks and create timely escalation distribution lists and inform the appropriate management personnel.

• As part of the Quality Management Department, you collaborate with cross-functional teams to investigate complaints and identify root causes. Following from this you develop proposals for improvement in close contact with the respective departments and follow up on their implementation.

• Monitor and report on complaint handling process metrics and trends to the manager.

• Vocational training or university degree with minimum 2 years of professional experience in customer communications, service, psychology, sociology or marketing and communication field.

• Strong verbal and written communication skills for customer interaction and collaboration with other departments in both German and English.

• Proficiency in MS Office programs; experience with CMS, Salesforce, Data Analysis Tools and ChatGPT is a plus.

• Problem-solving skills: Analyze complex situations, identify root causes of complaints, and develop effective solutions.

• Conflict resolution: Handle challenging situations professionally, diplomatically, and with the ability to de-escalate tension.

• Empathy and customer focus: Understand and empathize with customers' concerns to provide personalized and satisfactory resolutions.

• Design your ideal career and pathway: Explosive growth enables great opportunities. Tell us your dream career, and we will help you make it a reality.

• Work from home, work from anywhere: We blur the lines between local and remote by embracing collaborative & video meeting technologies.  Working from abroad for a while sounds good to you? No problem thanks to our WorkFlex benefit.    

• Flexible working times: It’s your call. We trust you will get things done.

• Up level your education: Enjoy free up-skilling courses, language courses & discounted degree courses. There is always something new to learn!

• Get a good rest: We push ourselves every day to go above and beyond. But we also take the time to recharge our batteries: with 30 days of annual vacation for all employees.  Need some time off? How about a sabbatical?

• Fruit baskets are yesterday, today we go for benefits that really count! Whether it's a job bike, employee discounts, company pension plan or net wage optimization: we're constantly working to get the most out of it for you.

Who are we? Germany's largest university – and not just an excellent choice for studying, but also an outstanding Great Place to Work®! As an edutech company, we rely on state-of-the-art technology and data-driven approaches. That's why AI-driven voice assistants and other GPT systems have long become part of our daily work routine, helping us to focus on exciting projects. Here at IU, over 4,000 employees are dedicated to making a difference. So start now and join the Gamechangers!

Sounds like the perfect job for you? Then apply now! Simple, fast and even without a cover letter.  If you have any further questions, please feel free to contact Josephine Lindner at josephine.lindner@iu.org.

Actions speak louder than words: We cherish our "Culture of Everyone" and would like to take this opportunity to emphasize that we do not tolerate discrimination on the basis of race, gender, age, sexual orientation or disability. We welcome you as you are and look forward to nurturing our diverse community at the IU!