Customer Care Specialist (Bilingual German/English) - Remote

Description

Be The Next

Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Care Specialist, you will contribute to Premier NX’s success by meeting our client’s service levels.

Come join us!

SUMMARY: We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email and live chat. The Specialist will assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently.

Hours of Operation: We provide support to our client from Monday through Friday with shifts between 7:00AM – 3:00PM EST or 8:00AM – 4:00PM EST. Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated.

Key points of the role:

• Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer.
• We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed.
• This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule.
• Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward.
• Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding.
• We consider our representatives on this product a team working together to address the questions, concerns and issues
• Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be.

KEY RESPONSIBILITIES:

• Answer incoming phone calls, live chats, and respond to written communication.
• Troubleshoot any issues related to the consumer product.
• Assist consumers with order inquiries, product information, and shipping updates.
• Process refunds and replacements accurately and efficiently,
• Make recommendations based on consumer’s needs.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Deliver a high-quality, empathetic customer experience across all channels.
• Manage multiple systems and tasks simultaneously in a fast-paced environment.
• Continually maintain working knowledge of all company products, services, and promotions.
• Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

Requirements

QUALIFICATIONS:

• Fluent in German and English (written and spoken).
• Ability to multitask and navigate multiple systems efficiently.
• Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.
• Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.
• Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.
• Previous customer service experience preferred.

EDUCATION and/or EXPERIENCE:

• College degree preferred with minimum of 3 years customer service experience.
• Strong computer experience working on multiple software programs.
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution.
• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment.
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat).
• Must be authorized to work in the US without sponsorship.

Together, we can offer endless possibilities! What is next for you?