Service 01 / 04 — Customer Service

Customer service.
Relationship work.

500 people, four locations, eleven languages, every channel. But those are just the numbers — we deliver customer service that carries your brand: pragmatic, quality-focused, measurable from day one.

Request a quote → What we do

Torsten Heimes

Director Customer Experience, 1NCE

An indispensable partner since 2018 — outstanding service in more than ten languages, delighting our customers around the globe.

Heroes · 1NCE GmbH

Volume

4 M+ contacts/year

Employees

500 from 30 countries

Service languages

All 11

DE · EN · IT · ES · PT · +6

Locations

4 on 2 continents

Sectors

All industries

Across every channel

We serve your customers,
wherever they reach you.

Phone isn't dead, email is growing, chat is becoming the norm. We run every channel you need — and steer the mix centrally so quality, volume and cost align.

Phone

Inbound and outbound. Sales, service, retention, collections — supported by skills-based routing and quality monitoring.

Email

Handling of standard and complex inquiries with templates, tone coaching and AI-assisted translation for cost efficiency.

Chat & messaging

Live chat on your website, WhatsApp, Messenger — same quality across channels, context-aware responses.

Written correspondence

Classic letter, fax, forms — especially relevant for insurance, banking and administration.

Back office

Case processing, contract administration, claims handling — everything that runs behind the scenes and creates volume.

Self-service & bots

Voice and chat bots from our AI center in Prishtina — often as a human–machine blend, delivered by us. They handle routine so agents can take the cases that matter.

For every industry

Sector experience
that actually counts.

Every industry has its own language, regulation and customer expectations. We bring experience from 25+ live engagements — and onboard new sectors in weeks, not months.

Energy & utilities

Mainova, Sonnen, EnviaM, Veolia — energy and water customers with high explanation needs.

Telecommunications

1NCE, DNS:NET — technical consultation, activation, contract administration in 11 languages.

Insurance

Verti — claims intake, contract service and first contact with high empathy demands.

Banking & fintech

Solaris, S Markt & Mehrwert — regulated service with the highest compliance demands, multilingual.

Consumer goods & direct sales

Vorwerk, Jafra, Nexaro — service along direct sales and premium brands.

E-commerce & retail

Westwing, Grover — seasonal volume peaks, order inquiries, subscription models and after-sales.

Education & publishing

Cornelsen — inquiries on textbooks, licenses, digital offerings and school IT.

Others

Real estate, tourism, media — we onboard new sectors in a structured way, along your processes.

How we work

Four steps
to live service.

From first conversation to stable operations — no consulting theater, just a proven sequence with clear ownership.

Understand

Customer journey analysis, engagement setup, skill profiles, KPI definition. Two to four weeks.

Set up

Recruiting, onboarding, tool integration, training. First employees live from day one.

Operate

Day-to-day with continuous quality monitoring, coaching, KPI tracking — weekly reports.

Improve

Continuous optimization: AI integration from Prishtina, language coaching, location-mix adjustments.

Voices from service

How it feels in practice.

Three voices from different industries — all with the same impression: fast, pragmatic, KPI-oriented.

ja-dialog acts agile, fast and responds immediately to our needs — always customer-focused and with clear KPI orientation. This combination has not only met our expectations, but exceeded them.

Kristin Köckeritz

Head of Customer Service, Veolia Wasser Deutschland

The quality results reflect that our customers are in the best hands. That's how we delight together.

Christine Haase

Head of Service Center Inside Sales, Cornelsen

It has always been a good fit: ja-dialog is approachable, delivers quality and solves problems.

Laura Roncero

CX & Sales Support Manager, Nexaro (Vorwerk)

More services

Service is the base.
But not the end.

When service operations run smoothly, the bigger questions often begin: What's next? Which processes to automate? How to scale? We have three more answers.

Consulting