Customer Incident Coordinator (m/f/d)
What this role is about and who we are looking for
You stay calm under pressure, keep a clear overview in challenging situations, and enjoy guiding customers through critical incidents?
If customer focus, coordination, and escalation management are your strengths, then become part of our Customer Success Management team at Anexia!
Your Tasks
- Act as the primary point of contact and escalation instance for customers during critical incidents
- Coordinate incident handling between customers and internal technical teams
- Ensure professional, consistent incident communication and documentation
- Monitor compliance with customer-specific Service Level Agreements (SLAs) and contractual commitments
- Track the implementation of corrective actions and continuous improvements following incidents
- Contribute to the ongoing optimization of the Incident Management process
- Maintain a strong focus on customer satisfaction as part of the Customer Success Management team
Your Profile
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Completed IT education (technical college, university, or equivalent) or comparable professional experience
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Experience coordinating and/or managing technical incidents
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Experience in escalation management and customer communication
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Knowledge of ITSM/ITIL processes and Service Level Agreements (SLAs)
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Strong customer and service orientation
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Excellent communication and coordination skills
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Fluent German and English, both written and spoken
Our Benefits
We are more than just a workplace. Therefore, we offer our employees many benefits (which partly depend on your position and location): good transport connections and flexible working hours. Period. Not to mention further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, company cars, employee events, a fun corner, ...
