KEY RESPONSIBILITIES:

• Customer Support: Deliver exceptional service by managing a wide range of customer interactions, including orders, emails, calls, complaints, and return-to-sender (RTS) issues. You’ll ensure prompt and effective resolution of customer inquiries.
• Proactive Outreach: Engage with customers proactively to enhance their experience and provide timely support for any issues. Your goal is to ensure a seamless and satisfying customer journey.
• Issue Prevention: Review new customer orders and assist with design and order support to prevent potential issues. You’ll help streamline processes and ensure policies remain customer-friendly.
• Issue Resolution: Turn dissatisfied customers into satisfied ones by providing generous solutions. Maintain a positive, solution-oriented approach to complaints and issues.
• Feedback Loop: Collect and forward customer feedback to help the team improve products and services. Your insights will play a vital role in enhancing the customer experience and developing sustainable solutions.

PERFORMANCE METRICS:

• Achieve weekly call and task targets.
• Adhere to standard operating procedures (SOPs) and maintain service quality.
• Deliver exceptional customer satisfaction, contributing to positive feedback.
• Meet punctuality and attendance requirements.

QUALIFICATIONS AND REQUIREMENTS:

Hard Skills:

• Fluency in the required customer language Read, Write, and speak (German and English).
• Basic proficiency in English for internal communication.
• Previous experience in customer support or a related field is desirable.

Soft Skills:

• Strong customer focus and a genuine desire to help others.
• Friendly, patient, and supportive demeanor, able to handle challenging situations with grace.
• Excellent problem-solving skills, with a focus on achieving customer satisfaction.
• Ability to work collaboratively in a team environment and contribute positively to the company culture.
• Strong organizational skills and attention to detail.