Saskia Timm

- 1st & 2nd-Level Support via ZenDesk, Mail, Phone and Social Media - Optimization of support and website content, incl. FAQs, Tutorials, etc. - Bug reporting and optimization in close cooperation with the Product and Engineering Team - Monitoring of App-Stores and Webshops - Support of new team members - Assist and represent Team Lead whenever necessary

- Handling of customer inquiries with high complexity and often explosiveness and public reach on Facebook, Twitter and Instagram as well as E-Mail. - Researching and clarifying issues and liaising with specialist departments if necessary - Disburse or recommend reimbursements and compensations - Quality check of technically correct content, correct spelling and empathetic answers - Monitoring of other social media platforms to identify need for action to prevent escalations

- Handling of customer inquiries via Facebook and Twitter of the various brands within the Telefonica / E-Plus Group as well as customer inquiries via chat and e-mail - Factual, polite and deescalating moderation of critical topics - Monitoring of inquiry volume, recommendations and improvements for process optimization - Close cooperation with various departments from accounting to IT - Handling of Reimbursements

- Data acquisition - Creation of statistics - Campaign evaluation and reporting

- Customer Care via e-mail and phone - Event marketing assistence - Ticketing

- Secretariat - Assistance to the CEO - Sales Assistance Im- and Exports - Data maintenance Key Accounts

- Customer Care - Purchase - ERP

- Distribution Assistence - Customer Service / Help Desk (ERP System) - Assistance Purchasing Departement - Telemarketing