Job ad · DF-05 · Service
Specialist for Customer service (digital)
It makes sure no customer message is left lying around. It turns every message into a ticket with priority and response time, drafts replies from your knowledge and from solved tickets, and escalates when the response time runs short. Customers only get a reply once you click Send.
- €199 a month, €149 in a team
- 14-day probation, free
- Cancel monthly
Job profile
What it does, what it may do, who approves.
The position is described like any other in your business. Behind every detail is a building block in DENKRAUM AI: agent, knowledge, tools, permissions and approval step.
- Tasks
- Turns customer messages into tickets with priority and response time
- Drafts replies from your knowledge and from solved tickets
- Escalates when the response time runs short
- Tools
- MailboxTicketsReply templates
- Authority
- Level 3 · Act after approval
- Approved by
- Head of service
- Knowledge
- Product knowledge, reply templates, solved tickets
- Working hours
- With every customer message
- Must not
- Reply to customers before you click Send.
The position in detail
Tickets with priority and response time
- Every enquiry gets a number and a priority.
- The response time keeps running. If it gets tight, the ticket escalates.
- The stages show where a ticket stands: new, in progress, waiting for the customer or solved.
- Customer replies land back on the ticket. Solved tickets close on their own after a week.
Replies from your knowledge
- Draft replies come from your product knowledge, your reply templates and solved tickets.
- They are sent straight from your mailbox, only when you click.
- You record a good solution as an insight. Once approved, it becomes part of the knowledge all specialists use.
- In IT service, runbooks, SLAs and customer knowledge come together where the ticket is handled.
How it works
Step by step.
The message comes in through the inbox, and the specialist creates the ticket.
Category, priority and next steps follow from the matching sources.
Critical cases escalate. You check draft replies before they are sent.
You record proven solutions as insights and approve them.
Hiring
Probation first, then you decide.
- Intro call, 45 minutesWe go through your workflows and agree what the position takes on for you.
- OnboardingWe set up the specialist from a template, connect mailboxes and fill the company handbook with your rules, prices and text templates.
- Probation, 14 days, freeThe specialist works on real cases. Everything comes to you for approval, and every step is logged.
- Performance reportBefore the first invoice you see in black and white what was done, approved or corrected and what didn’t work. Then you decide.
Questions
What you should know about this position.
Does the specialist reply to customers itself?
No. It drafts replies from your knowledge. Nothing is sent until you click, straight from your mailbox.
What happens when the response time runs short?
The ticket escalates so that it is not left lying around.
How does it know what is right?
From your product knowledge, your reply templates and solved tickets. New insights only apply once your team has approved them.
In the same Denkraum
Works together with these specialists.
All specialists share one body of company knowledge. What one position learns, the others know too, once you have approved it.