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Customer Support Specialist
Posted 15 days agoViewed
📍 Location: Germany
🔍 Industry: SaaS
🏢 Company: Dealfront👥 101-250AdvertisingLead GenerationB2BMarketingSoftware
🗣️ Languages: English, German
Requirements:
- You speak fluent English & German fluently (C1/C2)
- You have experience in B2B customer-facing roles
- You have experience working in a B2B SaaS environment
- Working knowledge of Google Analytics
- Comfortable with live chat & phone support
- You have some practical experience & knowledge of sales and marketing
- Practical experience with SaaS tools (desirable)
- Experience with sales/marketing tools such as Google Analytics, Salesforce or others (desirable)
- Experience with helpdesk or customer management tools (desirable)
- Knowledge of integrations, such as CRMs, Zapier and APIs (desirable)
Responsibilities:
- Supporting customers, clients and interested companies with Dealfront related requests on a daily basis (to make sure that they can reach their goals)
- Supporting incoming requests through different channels (live chat, email and phone)
- Proactive customer development in order to improve adoption and ensure client satisfaction
- Follow up of ongoing customer issues
- Efficient and constructive communication with other departments to escalate customer issues for faster case resolution
- Recording and documentation of all customer contacts as well as maintaining existing records and configurations in company administration and CRM systems
- UNN Report: Administration of the report on a daily basis. Responsible contact person for bug reporting for UNN and the internal tech teams
- Processing the transitional GDPR removal process for incoming removal requests until this process is fully automated
- Participation in team projects (engagement, reporting, etc)
- Contributing to the team goal the best way possible by achieving KPIs:
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