Customer Service Support
French Consulting |
Wiesbaden |
DE
We are looking for individuals who want to join our Team at Wiesbaden, GermanyApply Now!JOBOPENING
- Title: Customer Service Support
- Location:Wiesbaden, Germany
- Start Date: 1 September, 2025
- Job-Type: Full Time (40 Hours/week)
- Education: Minimum of a Bachelor’s Degree in business, human resources, or education
- Experience: Three years of experience performing customer service program management (Note: Six years of experience may substitute for education requirement)
- Language: Fluent English
- Skills: Basic computer skills, to include using Microsoft Office programs (Word, Excel, PowerPoint, Outlook, Adobe Acrobat, etc.) and ability to navigate web sites, social media sites, and perform internet searches
- Occasionally lift and carry items weighing up to 25 lbs
- Voice of the Customer (VOC): Provide support for the Interactive Customer Evaluation (ICE) program and “Commander’s Hotline”
- Forward and track 100% of unresolved ICE comments to the ICE Site Service Provider Managers across the garrison within 24 hours of receipt
- Continually follow-up with ICE Site Service Provider Managers for resolution within (3) three business days after initial receipt and notify COR when the issue remains unresolved after three business days
- Input all hardcopy comment cards into the ICE system by close of business the next business day after receipt from the ICE Site Service Provider Managers or collection from the Plans Analysis and Integration (PAI) inbox
- Collect and analyze data on a daily basis from the ICE website by using provided Excel Spreadsheets and analytical software set up in PowerBI or other analytical software as technology develops. Create an overview including number of comment cards submitted, and overall satisfaction rate by the end of the (3rd) third week.
- Update the monthly ICE report in the PowerBI report set up by the first business day of the month and create a quarterly ICE report by the tenth business day of the month and create annual ICE reports by the fifteenth business day of the following year
- Perform the tasks identified in the annual ICE Marketing Plan. Provide a revised annual ICE Marketing Plan, covering all Service Providers using ICE, for the following calendar year
- Conduct initial ICE training for new ICE Site Service Provider Managers and new supervisors within four (4) weeks of their nomination. Maintain provided training material and update the training material. Schedule and provide annual refresher training for existing ICE Site Service Provider Managers and their supervisors. Provide a list of trained personnel in excel format within 5 days after class completion to the COR. Provide one ICE training per month as a minimum
- Track and respond to customer feedback from all other sources, and the Commander’s Hotline with in 24hrs with at least an acknowledgement of the comment. Forward to the responsible garrison directorate by close of business on the next business day for input. Continually follow-up for reply from garrison directorate and notify COR when no reply is received after 72 hours. Draft responses to customer feedback by close of business the next business day after receipt of reply from garrison directorate and submit to COR or designated PAIO employee. The Contractor shall close the action by responding to the customer in accordance with the Commander’s Hotline SOP and complete the tracker entry
- Customer Service Area Standardization: Operationalize the Service Culture Campaign by performing the tasks assigned to the garrisons, to include coordinating and scheduling projects among Government personnel. Coordinate with Service Providers to ensure that offices and customer areas meet standardization requirements. Provide a list of required materials to the COR and coordinate production and mounting
- Draft and submit for COR approval a Standard Operating Procedure (SOP) for the Customer Service Area Standardization Initiative, including business rules
- Awards: Provide support for the USAG Wiesbaden Award program
- Coordinate with directorates, prepare award documentation, and facilitate the monthly presentation of the Customer Service Award Tour
- Facilitate the quarterly processes for the USAG Wiesbaden Workforce Engagement Awards
- Prepare and facilitate the quarterly All Hands event and other award presentation events and support the administration of awards presented in these events
- Process Improvement Review processes and suggest process improvements within garrison directorates to increase efficiency and effectiveness by incorporating the ‘Voice of the Customer’. Submit as a minimum one (1) process improvement suggestion in the form of a two-page information paper addressing the issue and recommended improvement to the COR on as a minimum on a quarterly basis by the tenth business day of the new quarter
- Create, submit, and conduct hardcopy and online surveys to identify areas for process improvement. Analyze survey data and assist in suggesting courses of action, and monitor implementation leading to improved customer service
- Program and Project Documentation: Draft and maintain documentation to include Standard Operating Procedures (SOP), Progress Reports, briefings, information papers, and all required Government forms for projects, programs and initiatives using and applying Microsoft 365 apps and other software provided by the Government.
- Program and Project Supplies: Conduct twice a year an inventory on supplies required to support programs and projects related to this PWS and submit supply order requests
- Meetings, Conferences, and Briefings: Facilitate and participate in meetings as needed with Government representatives to coordinate program and project status, updates, and overall program performance
Information :
- Company : French Consulting
- Position : Customer Service Support
- Location : Wiesbaden
- Country : DE
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Post Date : 2025-05-28 | Expired Date : 2025-06-27