Customer Support Department

ROLE
You are in charge of giving a good customer service experience by providing helpful information, answering questions, and responding to complaints from the customers of the German and Sweden store. You’re the front line of support for clients and customers and you help ensure that customers are satisfied with the products and their features and the service provided.

RESPONSIBILITIES
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Report to CS Team Leader should there be a need for new standard macros for questions that haven’t been asked
before.
• Up to date and follow the macros, standards, and policies of the customer support department.
• Make sure that you are aware of your KPIs and report to your CS Team Leaders for any concerns and questions about
your goals.
• Attend weekly meetings.
• Be proactive and take the initiative for the benefit of the team and the company.
• Perform any task assigned by the immediate supervisor/manager.

RESULTS
• All customer inquiries are answered within 24 hours
• All Problems and questions of customers are solved
• Achieve targeted KPIs
• Clients are extremely satisfied with our customer support

REQUIREMENTS
• You are a people person and you truly care about people
• You speak English fluently
• You can answer people in German and Swedish with the use of a translating tool like Click to view
• Competences
• Attention to Detail
• Excellent Written and Verbal Communication Skills
• Timely Completion Of Tasks
• Excellent interpersonal skills
• Highly committed professional and Loyal
• Proactivity
• Teamwork
• Adaptability
• Technology Requirements
• Reliable Internet Connection
• Reliable Phone/Laptop/Computer