Customer Care Specialist (German and English)

Croatia, Hungary, Slovenia, Montenegro, North Macedonia, Bosnia and Herzegovina, Serbia

Permanent contract, remote

Working Hours: Monday-Saturday, rotational 8 am - 4 pm, 10 am - 6 pm, 12 am - 8 pm, 2 pm - 10 pm

About client:

Our client is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at the company has enabled them to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within the company. Join our team today and experience firsthand our dedication to supporting People First.

What does a Customer Care Specialist really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.

Roles and responsibilities:

- Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;

- Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;

- Navigate internal and external documentation and resources to provide world-class service;

- Identify and escalate priority or unresolved issues to appropriate internal teams;

- Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;

- Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;

- Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;

- Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;

- Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;

- Participate in all mandated internal and external training and/or seminars; and

- Get to know, understand, and comply with company's policies and procedures.

Technical skills and qualifications:

- Fluent in German, both written and spoken

- Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications

Soft skills:

- Problem-solving and critical-thinking skills

- Great communication skills, written and oral

- Must be adaptable and flexible, demonstrating abilities to work with process and information changes

- Empathic toward customers and can maintain a customer-centric approach

- Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments

- Open to feedback, eager to learn, and can show improvement

Personality traits required:

- Resilient, calm, and professional when dealing with challenging situations

- Adaptable to a dynamically changing business

- Trustworthy and reliable with a high level of integrity

- Resourceful, high attention to detail, and the ability to multitask

What's in it for you?

- Competitive salary

- Professional growth opportunities with the chance to learn from many different functions

- A fun and inclusive workplace

Apply today!