You will be the first point of contact responsible for ensuring customer satisfaction by handling questions related to our client’s products via e-mail. It requires excellent customer skills, technical aptitude, and the ability and willingness to work non-standard business hours.
Resolve customer email requests for assistance related to the Company’s products. Requests primarily include billing and account related issues, shipment and delivery issues, printing issues and some technical assistance. Escalate requests as per escalation policy to higher level of support. Consistently provides prompt, reliable, and accurate information to customers.
Requires minimum supervision to monitor activity and direct goal achievement.
Make sound decisions within the empowerment guidelines.
Write clear and concise email correspondence to answer customer inquiries.
Fluent in German & English. Previous customer support experience desirable. At least 6 months experience supporting customers through e-mail. Strong analytical and exemplary organizational and communication skills. Excellent reading comprehension and written communication skills. Effective time management skills. Must be detail oriented and self-motivated. Quality-focused and proven performer in meeting goals and objectives. Very strong and positive interpersonal skills.