Working Student - Customer Service Process Documentation (m/f/d)

<p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable. &nbsp;</span></p> <p><span style="font-size: 12pt;"><span data-contrast="auto">Flix is reshaping how customers get help, moving towards AI-driven resolution across every channel, language, and market. Before a process can be automated, someone&nbsp;has to&nbsp;understand it, write it down, and get it confirmed&nbsp;-&nbsp;completely, precisely, and in a form an engineer can build from. That someone is you.</span><span data-ccp-props="{&quot;335559739&quot;:160}">&nbsp;</span></span></p> <p><span style="font-size: 12pt;"><span data-contrast="auto">As <strong>Working Student in the Customer Service Automation Centre of Excellence</strong>, you are the front end of our automation pipeline: you talk to the people who run our Customer Service processes today, document how things actually work (not how the slide says they work), and validate every rule and exception until it is build-ready. The quality of your documentation directly determines how fast we automate.</span><span data-ccp-props="{&quot;335559739&quot;:160}">&nbsp;</span></span></p> <p><span style="font-size: 12pt;"><span data-ccp-props="{&quot;335559739&quot;:160}"><span class="TextRun SCXW257341693 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW257341693 BCX0">This position is&nbsp;</span></span><strong><span class="TextRun MacChromeBold SCXW257341693 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW257341693 BCX0">part-time (20 hours per week)</span></span></strong><span class="TextRun SCXW257341693 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW257341693 BCX0">, based in our&nbsp;</span></span><strong><span class="TextRun MacChromeBold SCXW257341693 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW257341693 BCX0">Berlin office (hybrid model).</span></span></strong></span></span></p> <p style="line-height: 1.4;"><span style="font-size: 24pt;"><strong><span style="font-family: helvetica, arial, sans-serif;">About the Role</span></strong></span></p> <ul> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Process discovery:&nbsp;</span></strong><span data-contrast="auto">interview Customer Service agents, team leads, and process owners to capture how refund and service processes really run day to day, including the exceptions and workarounds nobody wrote down</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Documentation:&nbsp;</span></strong><span data-contrast="auto">turn what you learn into standardized, concise process documents – trigger, steps, decision rules, systems touched, exceptions, volumes&nbsp;(following our one-page template in Confluence)</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Validation:&nbsp;</span></strong><span data-contrast="auto">walk each documented process back through its owner, cross-check it against real cases, resolve contradictions, and get explicit sign-off before it is handed to the automation team</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Business rules capture:&nbsp;</span></strong><span data-contrast="auto">express eligibility and handling rules as clean decision tables (if X and Y, then Z) that the Process Intelligence Engineer can implement directly, with every ambiguity flagged rather than glossed over</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Data-driven process analysis:</span></strong><span data-contrast="auto">&nbsp;use our process mining platform (Celonis) to surface hidden bottlenecks, deviations, and volume patterns that interviews alone&nbsp;won't&nbsp;reveal; bring those findings into your documentation and flag them as automation opportunities</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Pipeline ownership:&nbsp;</span></strong><span data-contrast="auto">maintain&nbsp;the documentation backlog so the automation team always has a queue of validated, build-ready processes; track status from "drafted" to "validated" to "built"</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Upkeep and cleanup:&nbsp;</span></strong><span data-contrast="auto">keep documentation current as processes change, and convert existing legacy documentation (much of&nbsp;it&nbsp;diagram-only) into the standard text-based format</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 24pt;"><strong><span style="font-family: helvetica, arial, sans-serif;">About You</span></strong></span></p> <ul> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Enrolled student:&nbsp;</span></strong><span data-contrast="auto">in&nbsp;business informatics,&nbsp;business administration, industrial engineering, information systems, or a comparable&nbsp;programme, available ~20 hours per week for 6 months</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Strong communicator:&nbsp;</span></strong><span data-contrast="auto">you are comfortable approaching busy people, asking questions until things&nbsp;actually add&nbsp;up, and summarizing back what you heard to confirm you got it right</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Structured and detail-oriented:&nbsp;</span></strong><span data-contrast="auto">you notice when step 3 contradicts step 7; your notes are documents other people can work&nbsp;from, not reminders only you understand</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Business and process judgment:&nbsp;</span></strong><span data-contrast="auto">you want to understand why a rule exists and what happens at the edges, not just record the happy path; you can tell the difference between a rule, a habit, and an exception. You look for patterns across cases rather than treating each one in isolation.</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Clear written English:&nbsp;</span></strong><span data-contrast="auto">complete, concise, and neat;&nbsp;you would rather write half a page that is right than three pages that are vague</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> <li><span style="font-size: 12pt;"><strong><span data-contrast="auto">Nice to&nbsp;have:&nbsp;</span></strong><span data-contrast="auto">basics of process mapping or flowcharts (e.g.&nbsp;BPMN), familiarity with Confluence or Jira, first exposure to customer service or process improvement work, hands-on experience with a process mining tool (Celonis, Disco,&nbsp;ProM&nbsp;or similar)</span><span data-ccp-props="{&quot;335559739&quot;:120}">&nbsp;</span></span></li> </ul> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you! &nbsp;</span></p> <p><span style="font-size: 24pt;"><strong><span style="font-family: helvetica, arial, sans-serif;">What We Offer</span></strong></span></p> <ul> <li style="line-height: 1;" data-renderer-start-pos="11445"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Travel perks</strong>: 12 free Flix vouchers + 12 discount vouchers for friends &amp; family.&nbsp;</span></li> <li data-renderer-start-pos="11530"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Work from (M)Anywhere</strong>: Depending on your role, work from another location for up to 60 days per year.&nbsp;</span></li> <li data-renderer-start-pos="11636"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Hybrid work model</strong>: We are an office-first company, but we offer flexibility to balance work and life.&nbsp;</span></li> <li data-renderer-start-pos="11742"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Wellbeing support</strong>: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.&nbsp;</span></li> <li data-renderer-start-pos="11877"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Learning &amp; Development</strong>: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.&nbsp;</span></li> <li style="line-height: 1;" data-renderer-start-pos="12004"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-renderer-mark="true">Mentoring Program</strong>: Connect with experienced colleagues to gain insights and accelerate your career.&nbsp;</span></li> </ul> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">To view more local benefits specific to each office location, please check out this link:<strong>&nbsp;<a href="https://flix.careers/locations/">Locations - Flix Career</a></strong></span></p> <hr> <p style="line-height: 1.4;"><span style="font-size: 18pt; font-family: helvetica, arial, sans-serif;"><strong>Why Join Flix?</strong></span></p> <p style="line-height: 1.4;" data-renderer-start-pos="12125"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At Flix, you'll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.</span><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">As we continue to expand across the globe, you can make a real difference in how we work.</span></p> <p style="line-height: 1.4;" data-renderer-start-pos="12434"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you're ready to grow and lead your journey, Flix is the place for you!&nbsp;</span></p> <p><iframe src="https://www.youtube.com/embed/YlHz7TiiRAw" width="560" height="314"></iframe></p> <p>&nbsp;</p><p>Find <a href="https://www.arbeitnow.com/">Jobs in Germany</a> on Arbeitnow</a>