Position: Customer Care Specialist

Location: Remote/work from home in Croatia

Employment type: Full-time

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 world-class 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 high-standard 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 Croatia and being able to take on a job legally without the company's support
• Experience in Customer Support, and technical support, especially with a help desk or other IT functions
• Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications
• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
• Ability to go through a background check
• Strong abilities to work independently and as a remote team player
• Problem-solving and critical thinking skills
• Adaptable and flexible, demonstrating abilities to work with process and information changes
• Strong working knowledge of external systems and PC-based 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
• 55 EUR monthly meal vouchers
• 15 EUR monthly Work From Home allowance
• 15 EUR night shift
• Schedules (shifts) are Mon-Sun 8 am-4pm, 10am-6pm, 12am-8pm and 2pm-10pm
• EUR 20 overtime add on
• Fully remote work from Croatia
• 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