German - Customer Success Representative - Athens, GA

Employer
Voxpro
Location
Washington, DC
Posted
Oct 12, 2017
Closes
Oct 16, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
German - Customer Success Representative - Athens, GA Our client, a API and dashboard for shipping, connecting SMBs, marketplaces, and platforms to multiple shipping carriers is partnering with Voxpro, an award-winning customer support outsourcing organization, to help provide its customers with an amazing experience. The connection between Voxpro's employees and its customers enables teams to flourish and provide exceptional customer support, setting the standard of service to 'wow'. The ideal candidate is adept at building trust and fostering loyalty in customers even in challenging circumstances. Our representatives are frequently empowered to make their own decisions to best support our customers. Responsibilities * Provide an excellent support experience to customers via email, phone and chat * Act as the sole point of contact for customers and guide them through their query in a friendly and helpful manner * Investigate and research user issues while also identifying and escalating bugs so they can be resolved as quickly as possible * Always be on the lookout for ways to improve the way we do things * Advocate for users and pass ideas and best practices on to the rest of the team * Update the internal knowledge base when you discover something new * Establish effective working relationships with team members Competencies * Fluent in German and English * At least 1-2 years experience in customer support * At least 9 months tenure in your current role * Preferably experienced in a direct customer-facing role and providing primarily email - based support * Previous experience using Zendesk would be beneficial though not mandatory * Excellent written and communication skills with particular ability to adjust tone based on customer's situation * Excellent problem-solving abilities and technical aptitude * Empathetic and can communicate in a caring and friendly manner * Strong time management skills and motivation to exceed expectations * Comfortable working with computers and proficiency in Google Apps * Strong team spirit with a passion and drive to help users and to deliver the best customer experience * Enjoy working in a fast paced environment * Ideally will have third level education in one of the following; Journalism, Visual Communications, Computer Science/ Web Design, Linguistics/Languages, Humanities, Commerce, Finance although not required