CX Specialist | DE and EN Speaker

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Requirements:

• Proficient/Fluent level of German and English is required.
• Valuable previous experience in customer service, helpdesk, or similar.
• Availability to work from 12 PM to 9 PM (Madrid time zone).
• A true team player who loves working towards both team and individual goals.
• A strong communicator both written and verbal with great interpersonal skills.
• You are detailed-oriented and you genuinely care about offering a top-quality service.
• You are able to be flexible, resourceful and to multi-task while establishing priorities and providing solutions.
• You have a positive attitude, you are proactive and dynamic.
• Experience with Zendesk would be a plus.

Responsibilities:

• Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.
• Manage customer communications and reply to requests by email and chat.
• Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies.
• Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Build sustainable relationships and trust with customers through empathy and open and interactive communication.
• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases.
• Achieve personal/ team targets.
• Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).
• Take the extra mile to engage customers!
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.