Are you currently working in customer support, resolving complex issues and offering best-in-class customer experience?

Want to take the next step and work on more complex cases, root causes of escalations and implementing preventative measures?

Then you've come to the right place, because we are looking for a:

Customer Excellence Agent / Escalations Specialist (M/F/D) - German Market

Your Tasks

• Communication with our rental car customers and partners, primarily by email, but also by phone or chat.
• Processing complex booking inquiries or complaints and escalation cases (2nd and 3rd level case processing).
• Ongoing optimisation and documentation of workflows and processes, independently identifying optimisation potential and driving customer excellence projects.
• Acting internally as the voice of our customers, incorporating feedback into the development of billiger-mietwagen.de.

Our New Ideal Colleague

• Several years of experience in customer support, ideally managing complex queries and escalations.
• Flawless written and verbal communication skills in German and English.
• Ability to distinguish between inquiries, feature requests, application errors or bugs, analyse and reproduce them to support solution-finding.
• Solution-oriented mindset and the ability to stay calm under pressure.
• Experience handling sensitive cases, documenting escalations and ensuring compliance with policies.
• Comfort with CRMs and ticketing tools such as Zendesk, Confluence, etc.

A Must for This Role

• English & German at native or professional level (language assessment required).
• Living in the Cologne area and able to work two days per week on-site in our Cologne office, including monthly team days.
• Understanding that great service starts with great people, embracing flexible schedules, hybrid setups, and varied service hours.
• Experience supporting German customers and enjoyment in finding tailored solutions.
• A genuine team player who contributes ideas and improvements.

Our Culture at FLOYT

• We want to make every day count. This role can fast-track your career with exciting projects and daily learning.
• We are brave and stay curious. You enjoy exploring new topics, analysing deeply, learning quickly and seeing setbacks as growth opportunities? Same here.
• We believe in acting as owners. We give you the freedom and trust to help shape the mobility of tomorrow.

We dare to care:

• For our customers, creating the best car rental experience tailored to their needs.
• For your private life, offering flexible hours, hybrid work models, location-based benefits, office exchanges, and fantastic offices in Cologne and Alicante.

Sounds like just the right step for you?

Then we look forward to getting to know you. Simply apply with your CV, salary expectations and earliest possible starting date.

We look forward to hearing from you!