Hybrid Customer Dialogue Manager

at qards GmbH

• Job title: Customer Dialogue Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, Saarbrucken, Germany

About the role

• Customer Dialogue Manager handling B2C inquiries related to credit and debit cards at qards. Responsible for customer satisfaction and resolving escalated issues within the banking and finance sector.

Responsibilities

• Handling customer inquiries related to credit and debit cards
• Independently manage written B2C customer inquiries on all topics related to credit and debit cards at the escalation level
• Act as a mediator and defuse customer dissatisfaction at first contact
• Independently decide on goodwill reimbursements within budgetary guidelines
• Improve our processes and further develop our offering
• Maintain telephone contact with the savings banks (Sparkassen) served by qards
• Comment on and handle reviews and customer inquiries on social media in a solution-oriented manner

Requirements

• Completed commercial vocational training in communications, customer service or banking
• Initial professional experience in communications, customer service and/or the financial sector
• Excellent written and spoken German skills
• Fluent English
• Strong writing proficiency; clear and structured writing style
• Ability to communicate complex topics clearly and tailored to the target audience
• Strong customer orientation and problem-solving skills
• Interest in business, finance and digitalization topics
• Strong communication skills and a confident, authentic presence
• A basic police clearance certificate with no entries and a signed internal declaration confirming that your financial affairs are in order (e.g., no personal insolvency or wage garnishment).

Benefits

• Flexible working hours (flexitime)
• 30+ days of vacation per year
• Possibility to work remotely from home up to 50% or 80% (depending on location)
• Extensive development and training opportunities
• Prepaid credit card (Pluxee or Edenred) with a monthly tax-free credit
• Health programs
• Employee discounts
• Canteen with meal subsidy
• Secure, future-proof position
• Additional benefits such as job ticket, company bike (JobRad), etc.