In collaboration we areworking with a BPO with great employee satisfaction ratings to find experienced Germanspeaking Customer Care Specialists to work remotely in Serbia. The successful candidates would support customers of an ecommerce brand.
Location: Remote/work from home in Serbia
Employment type: Fulltime
DUTIES 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 worldclass 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 highstandard 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;
REQUIREMENTS:
- Ability to effectively and correctly communicate verbally and in written format in German (C1 level) and English (B2)
- Residing in Serbia and being able to take on a job legally without the companys support
- Familiar with customer support software including Zendesk Slack and internal troubleshooting tools to resolve issues
- Experience in Customer Support and technical support especially with a help desk or other IT functions
- Ability to go through a background check
- Strong abilities to work independently and as a remote team player
- Problemsolving and critical thinking skills
- Adaptable and flexible demonstrating abilities to work with process and information changes
- Strong working knowledge of external systems and PCbased internet and software applications (e.g. internet Microsoft Office)
OFFER:
- Excellent remuneration package based on experience skills and performance
- Indefinite contract
- Private health and life insurance
- 60 EUR monthly Work From Home allowance
- 15 EUR night shift
- Schedules (shifts) are MonSun 8 am4pm 10am6pm 12am8pm and 2pm10pm.
- Fully remote work from Serbia
- A dynamic and creative team with a positive and friendly atmosphere
- Good work environment the employer can show off great reviews from their employees
- Guidance and tools to reach your full potential