Customer Care Specialist (f/m/x) Customer Care Specialist (f/m/x) Nis, Serbia - Full Time SpotLIGHT of the job Do you enjoy solving problems, working closely with customers, and making a real impact on customer satisfaction? Are you motivated by understanding technical challenges and turning them into effective solutions? Are you fluent in English and French ? If so, join us as a Customer Care Specialist in our Global Business Centre in Nis ! In this role, you will play a key part in ensuring customer satisfaction and loyalty by managing customer inquiries and complaints related to our products and services. Responsibilities Enter and manage technical, logistics, and internal sales complaints in the SAP system across the full product range. Perform failure analysis and troubleshooting via phone or by coordinating on-site visits with Customer Care Service Engineers or service partners. Define and document field solutions, including spare parts specification and repair procedures. Identify root causes using analytical methods and, in coordination with Quality Solution teams, allocate costs to the responsible party. Support continuous improvement initiatives by identifying trends and improvement opportunities in collaboration with Global Customer Care, Quality Solution, Sales, Marketing, PM, and Logistics teams. Generate customer invoices in the sales system for claims identified as customer responsibility. Recognize potential revenue opportunities arising from technical inquiries and ensure relevant information is shared with the Sales team. Support the preparation of complaints data for escalations and continuous improvement discussions. Work closely with Quality, Sales, Marketing, PM, and Logistics teams to flag product and application-related issues. Skills & Experience We encourage you to apply even if you do not meet all the requirements. Your motivation and potential matter more than perfection. Educational background in business administration or a comparable qualification. Previous experience in customer care or complaints management is an advantage. Strong interpersonal, problem-solving, and decision-making skills with the ability to communicate effectively at all organizational levels. Ability to stay calm under pressure, take ownership, and drive issues to resolution. Self-motivated with the ability to prioritize workload and meet deadlines. Ability to explain technical topics to both technical and non-technical customers. Mandatory experience working with MS Office applications. SAP and Salesforce experience is an advantage. Very good verbal and written English and French skills. What we offer A truly international team - work with colleagues from different countries and cultures. Employee well-being and family support programs – private health insurance and various initiatives to support families and parenting. Social gatherings and community events – designed to foster connection and collaboration among employees. Personal growth - training opportunities accessible internally and externally. What matters to us We understand not only the power of the visible, but also the invisible. Like light, diversity is intangible, but it is perceptible. We value the uniqueness of every person and see this as a driver of innovation. Qualified applicants will be considered regardless of, for example, origin, skin color, gender, religion, age, sexual orientation, gender identity/expression or disability. As the contact person for this position, a great candidate experience is important to me! I will reach out to you within 7 days. Please inform me of any assistance you may need, so I can best support you throughout the hiring process. Talent Acquisition Partner Kristina Popovic Who we are At the Zumtobel Group, we are passionate about designing and producing light that empowers humans and brings architecture to life. We continuously push the boundaries in our search for perfection through timeless design, technical excellence and efficient performance. Through light, we create spaces that inspire. As we develop the next generation of lighting, we consider the wellbeing of people and nature. Our lighting is designed for our customers and their individual aspirations. We guide them into a new world of opportunities – as a group, and through all our individual brands, Thorn, Tridonic and Zumtobel. Learn more about our Group in our enlightening video - where WE LIVE LIGHT and thrive together! The result is a series of personal and authentic insights into our corporate culture - illustrated from different perspectives. Follow us: WE ARE PASSIONATE ABOUT LIGHT. We share a passion for light, creating aesthetic, functional, and sustainable lighting solutions that enhance quality of life. WE ARE EXCITED ABOUT CREATING INNOVATIVE LIGHTING SOLUTIONS FOR A SUSTAINABLE FUTURE. Sustainability and innovation drive everything we do — shaping a responsible, climate-neutral future. WE ARE INTERNATIONAL AND PERSONAL AT THE SAME TIME. While we have grown from a family business into a global organization, our collaborative spirit and familial culture remain integral to our identity. APPLY HERE