German Bilingual Email and Chat Support

September 20

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Customer Experience • Customer Support • Trust & Safety • Outsourcing • Startups

1001 - 5000

Description

• Providing an amazing customer experience across all channels including email, and live chat in English and German • Able to handle different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting • Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.) • Consistently achieving individual and departmental goals • Showing a strong comprehension of all policies and procedures • Resourceful by working cross-functionally to solve complex customer inquiries • Closing the feedback loop by sharing valuable customer insight across all departments • Escalating common trends from calls and emails to ensure swift action is taken • Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience • Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers • Handling other ad hoc requests as communicated by the Customer Happiness Manager

Requirements

• 1+ years of experience in a customer service role. • Experience working within the consumer goods, toys, or electronics industries is a plus • Excellent English and German skills; written and verbal skills are a must • Experience with Zendesk (or related) is a plus • Organized and capable of managing time with colleagues in different time zones • An extremely friendly person who loves interacting with people, who is always calm, cool, and collected • Critical thinker who will use all resources to arrive at the best solution for the customer and brand • Proactive and collaborative • Active listener who is a determined problem solver • Ability to learn and adapt quickly to new systems and software