Complaint Management Experts in Austria
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Meet FRATCH Experts in Austria, who have recently used Complaint Management
Walter Grosshammer
Last position:
Contractor at Self Employed
- Project scheduling in Primavera P6
- Project control
Thomas Lücke
Last position:
Interim Director of Telecommunications Operations at Plusnet
- Leading and restructuring operations departments
- Transforming into a digital ISP
- Managing support for telecommunications services (FTTx, xDSL, voice, DWDM, access)
- Network operations center (NOC)
- Managing customer satisfaction
Stefan David
Last position:
Quality and Risk Manager at Tridonic GmbH
- Point of contact for customers and insurers for all major complaints (complaint management)
- Monitoring product quality through cyclical reviews
- Deputy head of quality management (2009 to 2019)
- Establishment of risk management within Tridonic GmbH
- Internal auditor training and conducting audits
- Meeting legal requirements by participating in the establishment of risk management in the Zumtobel Group
- Definition and selection of the risk software R2C
- Implementation of the risk software in the Tridonic subgroup
- Porting the returns system from MS Office to the SAP system including extensive customization (SAP customizing)
Babak Heydari
Last position:
IT Project & Product Manager at Wiener Stadt Werke - Wiener Linien
Development and expansion of the drivers' app system, including the mobile app (frontend), system infrastructure (backend), and required interfaces to the various Wiener Linien core systems.
Ninoslav Stanojevic
Last position:
Senior Functional Consultant, SAP TM Stream Lead at BearingPoint GmbH
- Played a key role in implementing SAP TM (Embedded) for a large S4 greenfield transformation project, including scoping, designing and execution
- Modeled and documented business processes
- Worked with key business stakeholders to analyze processes and identify improvement and optimization areas
- Collaborated with cross-functional teams to implement and optimize transportation planning and execution processes, including EWM, SD (Sales), and MM (Sourcing)
- Requirements engineering
- Developed and delivered SAP TM training plans and materials
- Created test cases and test plans
- Conducted on-site training sessions in Germany and Shanghai across all SAP TM areas, from Transportation Planning, Execution & Event Management, and Charge Management (including freight agreement setup) to Analytics & Reporting
- Provided Level 1, 2, and 3 support (L3 for standard customization) during all testing phases (SIT, UAT, Hypercare)
- Customization and implementation focusing on Freight Unit & Freight Order Management including Transportation Planning & Transport Cockpit, charge calculation and freight settlement
- Performed error analysis and replication, processed and self-corrected standard customizations, forwarded issues to developers and retested
- Designed and implemented TM forms in cooperation with a developer
- Set up functional and technical design specifications
- Acted as a bridge between the customer (business, IT, key users) and developers to implement business requirements
- Backlog management (prioritizing, detailing requirements, estimating efforts, etc.)
Arnold Steffens
Last position:
Managing Director at Steffens PANTA RHEI Informatika Kft. und Steffens PANTA RHEI Datasystem Bt.
Discover over 15,000 top freelancers
Statistics of experts using Complaint Management
Aggregated from the professional profiles of matched freelancers.
Experience
32 years
Position duration
4.7 years
Positions per freelancer
12
Top business areas
Information Technology, Operations, Project Management
Top industries
Automotive, Information Technology, Transportation
Certification focus areas
Information Technology, Operations, Audit
Bachelor's degree or higher
100%
Master's degree or higher
40%
Certifications per freelancer
3
Most common languages
German, English, French
Speak two or more languages
100%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Austria are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Austria using Complaint Management
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Complaint handling
Complaint Management covers the process, rules, and tools used to receive, classify, track, and resolve customer complaints. It is used in support, quality management, service operations, and regulated environments where every case needs a clear owner and a complete history.
Typical setups
- Case intake forms and complaint portals
- Routing, escalation, and approval workflows
- Status tracking, SLAs, and audit trails
- Templates for replies, notes, and closure
- Reporting on trends, causes, and bottlenecks
Ecosystem
Strong specialists work with CRM and service tools, ticketing systems, workflow engines, document storage, and reporting layers. They often connect Complaint Management with Salesforce Service Cloud, ServiceNow, Zendesk, Microsoft Dynamics 365, SAP, or custom case handling modules.
When to bring in help
Companies bring in freelance expertise when complaint volumes grow, process rules become more complex, or systems need to be connected across departments. In Austria, this often matters for companies that serve customers in German and English and need clean handovers between local teams and central support.
What strong experts do
Good professionals focus on the full path from intake to closure. They define categories, reduce duplicate handling, protect evidence, and make sure complaints can be reviewed later without gaps. They also improve UX for agents and customers, so cases move faster and with fewer errors.
How quality shows
- Clear complaint stages and ownership
- Consistent classification and reason codes
- Reliable escalation and deadline handling
- Traceable history for each case
- Reports that show repeat issues, not just volume
Frequently asked questions
Need clarity? These are the questions we hear most often about Complaint Management.
Complaint Management is used to record customer complaints, route them to the right specialists, and track each case until it is closed. It also helps teams spot repeat issues, improve service quality, and keep an audit trail for later review.
Not exactly. A ticketing system handles many types of requests, while Complaint Management focuses on complaints, root causes, escalation rules, and formal closure. In many companies the two are linked, but the complaint process is usually stricter.
A strong Complaint Management setup often connects CRM, case management, document storage, workflow automation, and reporting tools. Common environments include Salesforce Service Cloud, ServiceNow, Zendesk, Microsoft Dynamics 365, and SAP-based service processes.
Besides Complaint Management itself, look for people who understand process design, workflow mapping, data quality, and service operations. Experience with integrations, reporting, and user training is also useful, especially when complaints move across multiple teams.
The right level depends on scope. A simple intake flow may need one specialist, while a full redesign needs someone who can handle process analysis, system configuration, and stakeholder alignment. For regulated workflows, choose a professional who has worked with traceability and approvals.
Yes, most Complaint Management work can be done remotely. That said, Austria-based companies sometimes prefer local collaboration for workshops, process reviews, and language alignment with customer-facing teams. Remote support still works well when requirements are clear.
Look for clear examples of complaint workflows they improved, not just tool names. A good Complaint Management specialist can explain how they reduced manual steps, improved escalation handling, and made case histories easier to audit. Strong answers are specific and practical.
Quality management is broader and covers the full system for preventing defects and improving operations. Complaint Management is one part of that picture and focuses on how complaints are captured, handled, and turned into action. The best projects connect both so feedback leads to process improvement.
The average hourly rate of freelancers in Austria who have used Complaint Management in their recent projects is 125 €, which corresponds to a daily rate of about 1,000 € based on an 8-hour working day.
Of the freelancers in Austria who have used Complaint Management in their recent projects, 100% hold at least a Bachelor's degree and 40% hold at least a Master's degree.
On average, freelancers in Austria who have used Complaint Management in their recent projects have 32 years of professional experience, with a single engagement typically lasting around 4.7 years.
The most common languages among freelancers in Austria who have used Complaint Management in their recent projects are German (100%), English (100%), and French (33%).
The most common industries among freelancers in Austria who have used Complaint Management in their recent projects are Automotive (50%), Information Technology (50%), and Transportation (50%).
The most common business areas among freelancers in Austria who have used Complaint Management in their recent projects are Information Technology (83%), Operations (83%), and Project Management (83%).
Main locations of FRATCH Experts, who have recently used Complaint Management
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Countries:
Vienna Graz Request a free demo
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Philipp Thomaschewski
FRATCH CEO
