Customer Service Ambassador

vor 4 Wochen

Berlin, Berlin, Deutschland Smeetz Vollzeit

We are revolutionizing the way visitor attractions manage their sales and optimize their revenue with our unified commerce Software-as-a-Service (SaaS) platform powered by AI. As a fast-growing SaaS startup, we are looking for a Customer Service Representative to contribute to our dynamic team and help shape our customer service operations.

This role is a great opportunity to work with a tight-knit team, continually learn about our product, and provide accurate information to customers. You will be responsible for responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, and using feedback to suggest ways to improve our product and customer experience.

Key Responsibilities:

  • Respond to customer inquiries and provide prompt, reliable, and high-quality assistance.
  • Troubleshoot technical issues and help customers navigate our software.
  • Continually learn about our product to provide accurate information to customers.
  • Use feedback from customer interactions to suggest ways to improve our product and customer experience.
  • Manage Level 1 requests, create and follow up Level 2 and Level 3 issues for the dev team.
  • Take ownership of customer issues and follow problems through to resolution.
  • Create and update knowledge articles and videos to ease customers' journey into the product.
  • Document all customer interactions and details of inquiries, comments, complaints, and actions taken in our CRM system.
  • Identify and escalate priority issues to the Customer Service Manager or appropriate internal team.

Requirements:

  • Excellent command of German and English. French and/or Italian would be a plus.
  • Tech-savvy and experience in customer service for a B2B SaaS.
  • Excellent communication and interpersonal skills.
  • A strong understanding of the SaaS business model, with a willingness to continually learn about our specific product.
  • Basic technical troubleshooting skills.
  • Ability to handle customer complaints and difficult situations with patience and professionalism.
  • Proficiency with CRM software and ticketing systems.
  • Strong problem-solving skills and the ability to multitask, prioritize, and manage time effectively.

Benefits:

  • Flexible work hours and the option to work remotely.
  • A vibrant and inclusive work environment where your voice matters.
  • Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.

We are looking for a motivated and customer-focused individual to join our team. If you believe you have the skills and experience required for this role, please submit your resume and a brief cover letter detailing why you are the right fit for this position.

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