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Deutsche Lufthansa AG
Working Student Customer Support and Process Automation (all genders)
Job areaWirtschaftsingenieur/in
HoursFull time
Posted2 d ago
FromGerman job office
What the job asks for
What they are asking for
- What I’ll need:
- I am a student of (business) informatics, information systems, business administration, computer science or a comparable field – ideally already in my Master’s studies
- I will be enrolled during the whole period of the working student contract
- I have first practical experience from an internship, working student role or own project in a digital or IT environment – a strong plus, but not a must
- I am IT-affine and tech-savvy, curious about new tools, data and AI applications, and quick to pick them up
- I bring a high degree of initiative, proactivity and ownership, and enjoy driving topics forward independently
- I have an analytical, structured way of working paired with strong organizational and communication skills
- I have a very good command of English; German is a plus
About the employer
- As a WORKING STUDENT , I support our Value Stream Ancillaries in enhancing the Lufthansa Group's digital travel experience. My focus is on Customer Support & Refunds for 3rd Party Ancillaries and Lounges, combining daily operations with AI-driven process improvements.
- What I’ll do:
- I manage daily customer support and refund cases for 3rd Party Ancillaries and Lounges
- I process refunds, resolve payment and booking issues, and coordinate with teams and partners
- I identify recurring issues and improve processes
- I collaborate with Product and Engineering to develop and implement AI solutions (e.g. LLM-based agents, automated case classification) that streamline our support and refund workflows
- I maintain knowledge bases and FAQs to improve self-service for customers and efficient case handling for our agents
- I support automation projects from prototype to launch and track their impact
- I contribute to reporting and dashboards on support and refund performance
- I work in an international, cross-functional Product Team and gradually take on further Ancillary services