Germany – Call centre – Call Center Services

Opportunity description

Call Center Services For our first-class customer service, we are looking for two experienced external service providers to handle telephone and written inquiries in equal shares (50% each). These inquiries come not only from our passengers, but also from sales partners such as kiosks and agencies that operate on behalf of our company. The scope of services of the service providers sought extends to all relevant subject areas that could affect our customers. The focus is on six central topic areas: • Timetable and fare information: Comprehensive information about our services. • Lost property: Handling matters relating to lost items. • Subscription service: Including the written processing of subscriptions. • Complaint management: Professional and solution-oriented handling of complaints. • Referral and safety reports: Support with safety-related matters. • "INTROS App" information hotline The central communication channel for collaboration with our service providers will be our customer hotline. In addition, the web, app and email play an important role in interaction with our customers. In this way, we aim to offer our passengers the best possible service. For further details, please refer to the service description. Contract term: 01.11.2026-31.10.2030 Extension option: 01.11.2030 to max. 31.10.2034 The contract volume is expected to amount to 270,000 tickets per year. This is a non-binding estimate. The contractor has no entitlement to the call-off of a specific quantity / specific call-off volume. The maximum call-off quantity under the framework agreement is set at 4,400,000 tickets. Procedure: neg-w-call. Review the original TED notice for the complete requirement, lots, amendments and attachments.