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

Description

Job Overview

• Source: Arbeitnow
• Location: Berlin, Berlin, Germany
• Job Type: Full-Time

Job Description

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.  

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 has to understand it, write it down, and get it confirmed - completely, precisely, and in a form an engineer can build from. That someone is you. 

As Working Student in the Customer Service Automation Centre of Excellence, 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. 

This position is part-time (20 hours per week), based in our Berlin office (hybrid model).

About the Role

• Process discovery: 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 
• Documentation: turn what you learn into standardized, concise process documents – trigger, steps, decision rules, systems touched, exceptions, volumes (following our one-page template in Confluence) 
• Validation: 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 
• Business rules capture: 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 
• Data-driven process analysis: use our process mining platform (Celonis) to surface hidden bottlenecks, deviations, and volume patterns that interviews alone won't reveal; bring those findings into your documentation and flag them as automation opportunities 
• Pipeline ownership: maintain the documentation backlog so the automation team always has a queue of validated, build-ready processes; track status from "drafted" to "validated" to "built" 
• Upkeep and cleanup: keep documentation current as processes change, and convert existing legacy documentation (much of it diagram-only) into the standard text-based format 

About You

• Enrolled student: in business informatics, business administration, industrial engineering, information systems, or a comparable programme, available ~20 hours per week for 6 months 
• Strong communicator: you are comfortable approaching busy people, asking questions until things actually add up, and summarizing back what you heard to confirm you got it right 
• Structured and detail-oriented: you notice when step 3 contradicts step 7; your notes are documents other people can work from, not reminders only you understand 
• Business and process judgment: 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. 
• Clear written English: complete, concise, and neat; you would rather write half a page that is right than three pages that are vague 
• Nice to have: basics of process mapping or flowcharts (e.g. 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, ProM or similar) 

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!  

What We Offer

• Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family. 
• Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year. 
• Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life. 
• Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members. 
• Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills. 
• Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career. 

To view more local benefits specific to each office location, please check out this link: Locations - Flix Career

Why Join Flix?

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.
As we continue to expand across the globe, you can make a real difference in how we work.

If you're ready to grow and lead your journey, Flix is the place for you! 

Find more English Speaking Jobs in Germany on Arbeitnow

Expert Career Tips for Working Student - Customer Service Process Documentation (m/f/d) Roles

To succeed in a competitive market as a Working Student - Customer Service Process Documentation (m/f/d), you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Working Student - Customer Service Process Documentation (m/f/d) requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Berlin, Berlin, Germany and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Berlin, Berlin, Germany, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Working Student - Customer Service Process Documentation (m/f/d) position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.