Overview:
We have an exciting opportunity for a German-speaking Customer Service Agent to join our Customer Service team in one of Europe’s fastest-growing SaaS businesses.
This role requires a proactive approach to our customers and our internal staff. You are required to provide first-line technical support to end-users by interpreting customer requirements and providing advice and support on potential solutions to resolve issues or escalate to ensure a prompt closure, resolve customer queries, recommend solutions, and guide clients through product features and functionalities in a timely and accurate way via live chat, email, technical support ticket or via call.
You will assist in helping users of our software platform have a seamless journey, and work with other departments to provide solutions in a timely manner. Your job will help influence product adoption, retention, and company growth. This is a dynamic position and you must be comfortable with frequent multi-tasking and time management to ensure SLAs are met. You will be expected to drive results that are in line with company expectations.
To successfully execute these functions, you will need:
- Experience in working as a customer-facing support staff
- Able to troubleshoot difficult problems and technical issues
- Manage customer expectations
- Excellent German and English
- Talking customers through a series of actions to resolve a problem
- Following up with clients to ensure their issue is resolved
- Managing multiple cases at one time
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Organize and file documentation pertaining to instructional guides for clients
- Speaking to customers to quickly get to the root of their problem
- Passion for outstanding customer service and technical support with an execution focus.
- Organizational and prioritization skills
Requirements
Preferred:
- Ability to think on your feet and work autonomously.
- Ability to thrive in a fast-paced and evolving environment.
- Working knowledge of salesforce.com
Required:
- Excellent computer skills and an appetite for new technology, tech savvy
- Exceptional written and spoken German and English skills
- Proactively working to understand and address the needs of our customers
- Strong organisational and project management skills
- Must possess a collaborative working style and thrive in a team environment
- Possess strong, pragmatic approach for achieving rapid results in a fast-paced, high-risk market space
- Energetic self-starter with ability to work independently in a competitive and fast-paced environment. Strong work ethic is critical
- Working knowledge with Microsoft Office
Advantageous if you have:
- Experience in a similar role (customer service, account management, technical support etc.)
Benefits
- A competitive salary and overall benefits package
- 20 days’ holiday allowance plus all the usual local public holidays
- Access to mental health and therapy support services through Spill
- A generous monthly Wellbeing Allowance
- Monthly contribution to a Medical Aid plan of your own choice
- Access to a remote GP service during these tricky times
- Flexible working options relating to core hours and location
- The chance to grow with us and play a key role in our success story