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About arenaflex Pioneering the EnergySoftware Revolution At arenaflex we are building Europes leading energysoftware platform, known as Heartbeat. This innovative solution creates a virtual power plant by seamlessly connecting photovoltaic systems, battery storage, heat pumps and electricvehicle charging stations. By doing so, we dramatically increase the profitability of interconnected customer installations and empower households to become climateneutral, efficient, and mobile. Our vision goes beyond technology. We provide a OneStopShop for the purchase, design, and installation of intelligent energy systems, enabling every home to transition to clean energy with confidence. In parallel, our technology division continuously enhances the Heartbeat software, extending its reach to customers worldwide and delivering the cheapest and cleanest electricity tariffs on the market. If you are passionate about the energy transition and want to be part of a fastgrowing, purposedriven organization, arenaflex offers you the platform to make a tangible impact. Why This Role Matters Your Mission as a Customer Care Specialist As a Customer Care Specialist focused on complaint management, you will be the frontline guardian of our customers experience. You will translate complex technical and commercial issues into clear, actionable solutions, while also safeguarding data privacy and legal compliance. Your work will directly influence product quality, process efficiency, and the overall reputation of arenaflex in the rapidly evolving renewableenergy market. Key Responsibilities FirstLevel Support & Stakeholder Coordination: Serve as the primary contact for firstlevel inquiries, coordinate with site managers, and monitor feedback on rating portals and socialmedia channels. EndtoEnd Issue Resolution: Diagnose and resolve complex technical and commercial questions from customers, ensuring each case is closed with a satisfactory solution. DataProtection & Legal Liaison: Process dataprotection requests and legal inquiries in close collaboration with the legal department, maintaining strict compliance with GDPR and other regulations. CrossFunctional Bridge Builder: Act as the communication hub between customers, the Customer Care team, product specialists, and regional subsidiaries, guaranteeing consistent information flow. Fault Identification & Support: Detect hardware and software anomalies, document findings, and assist technical teams in implementing corrective actions. Complaint Analysis & Process Optimization: Analyze root causes of complaints, spot process gaps, and propose improvements that enhance efficiency and customer satisfaction. Knowledge Sharing & Training: Create and update internal knowledge bases, and mentor junior team members on best practices for handling complex cases. Essential Qualifications Minimum three years of proven experience in a customerservice or support role, preferably within a technologydriven environment. Strong technical affinity with a genuine interest in renewableenergy technologies such as solar PV, battery storage, heat pumps, and EV charging infrastructure. Excellent communication skills in German (Clevel fluency); additional language skills are a distinct advantage. Demonstrated ability to translate intricate technical concepts into clear, customerfriendly language. Solid understanding of dataprotection regulations (e.g., GDPR) and experience handling privacyrelated inquiries. Proactive problemsolving mindset, with a track record of identifying root causes and driving process improvements. Preferred Qualifications & NicetoHave Skills Experience in the energytech sector or familiarity with smartgrid platforms. Background in handling complaints within regulated industries (e.g., finance, telecommunications). Certification in ITIL, COPC, or similar servicemanagement frameworks. Basic knowledge of scripting or automation tools (e.g., PowerShell, Python) to streamline repetitive tasks. Experience working in a multilingual, multicultural environment. Core Competencies for Success CustomerCentricity: A genuine passion for helping people and improving their experience. Analytical Thinking: Ability to dissect complex issues, identify patterns, and recommend datadriven solutions. Collaboration: Comfortable working across departments, influencing without authority, and building consensus. Adaptability: Thrive in a fastpaced, highgrowth setting where priorities can shift quickly. Resilience: Maintain composure and professionalism when dealing with challenging or escalated situations. Digital Literacy: Proficient with CRM systems, ticketing platforms, and modern communication tools. Career Growth & Learning Opportunities At arenaflex, your development is a priority. You will have access to: Structured mentorship programs with senior leaders from product, engineering, and operations. .