Position: Customer Care Specialist

Location: Remote/work from home in Serbia

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:

• Native or fluent in German, both verbal and written
• Residing in Serbia and being able to take on a job legally without the company's support
• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
• Experience in Customer Support, and technical support, especially with a help desk or other IT functions
• 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)
• Working schedule: Monday - Friday, shift rotation 08 AM - 06 PM. 40 hours a week.

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Indefinite contract
• Private health and life insurance
• 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