DKV EURO SERVICE GmbH + Co. KG
Customer Complaints Process Manager (gn) - Location Bucharest
Publiziert am: 29.04.26 | Bukarest | Vollzeit
zur original Anzeige
Customer Complaints Process Manager (gn) - Location Bucharest
Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!
The Customer Complaints Process Manager is responsible for the end-to-end management, optimization, and ongoing development of the complaints process. The aim of this role is to enhance the customer experience, reduce processing times, ensure process quality, and establish data-driven improvements.
The role acts as an interface between Operations, Customer Service, Legal, Product, Sales, and external service providers.
Your responsibilities:
- Process Ownership
- End-to-end responsibility for the complaints process (from receipt to closure).
- Definition, documentation, and continuous maintenance of the process design.
- Ensuring a clear, root cause analysis (RCA)-based approach.
- Identifying and implementing process improvements (Lean, Kaizen, Automation).
- Initiating and carrying out PDCA cycles.
- Assessing automation potential (e.g. ticketing workflows, bot & AI solutions).
- Ensuring compliance with regulatory requirements (e.g. documentation obligations, governance).
- Defining and implementing quality standards in complaint handling.
- Conducting regular audits and process health checks.
- Stakeholder Management
- Close collaboration with Customer Service, Product, Billing, Legal & IT.
- Escalation management and prioritization of critical complaints.
- Facilitation of RCA workshops / lessons-learned sessions.
- Development and maintenance of a KPI/dashboard framework.
- Further development of KPIs and introduction of new relevant KPIs.
- Derivation and communication of data-driven measures.
- Ongoing development of the ticketing/case management system (Dynamics).
- Ensuring structured data collection for analysis and automation.
- Managing relevant system interfaces.
- Several years’ experience in complaints management, customer service, or process management.
- Deep understanding of end-to-end processes (particularly O2C, billing, financial adjustments).
- Experience with ticketing tools and BPM tools (e.g. Signavio).
- Knowledge of data analysis and reporting (Power BI, Excel, SQL advantageous).
- Experience with process optimization methods: Lean, Six Sigma, RCA, PDCA.
- Strong analytical skills, process-oriented thinking.
- Ability to structure complex problems.
- Experience with workflow automation (e.g. bots, low-code tools).
- Confident handling of KPIs, data, and process visualization.
- English, German (is a plus)
- High customer orientation and commitment to quality.
- Clear, diplomatic communication at all organizational levels.
- Empathy in dealing with critical customer situations.
- Assertiveness and ownership mentality.
- Team player capable of breaking silos and connecting teams.
Nice to Have
- Industry knowledge (mobility, payments, fuel & toll, logistics).
- Experience with compliance & regulatory topics.
- Experience in change management.
- Knowledge of AI-based analysis tools (e.g. voice/chat analytics)
A Customer Complaints Process Manager is the “owner” of a critical moment-of-truth process. The role ensures that complaints are not only handled properly, but that the company learns from them, improves, and operates more efficiently.
Ideally, the process is elevated to a level that is KPI-driven, automated, transparent, and customer-centered.
We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.
Did you know that we have received several awards as an employer in recent years?
Have we made you curious? Then we are looking forward to your application! If you still have open questions then please contact Zaharia Alexandra via Alexandra.Zaharia@dkv-mobility.com.
Balcke-Dürr-Allee 3
40882 Ratingen
