Position: Customer Care Specialist

Location: Remote/work from home in Serbia

Employment type: Full-time

The successful candidates would support customers of a travel company.

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 ll 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 higher) & English (minimum B2/C1 level)
• Residing in Serbia and being able to take on a job legally without the company's support
• Experience in Customer Support
• Passionate gamer or experience in Customer support roles related to gaming
• 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
• 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
• Shifts: Monday to Sunday, 24/7 shift rotation. 40 hours a week
• Fully remote work from Serbia
  
• 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.