Customer Success Representative

Are you a German speaker? Do you have previous experience in the field of Customer Service? Would you like to work representing a well-known and reputable brand such us Spotify?

Kick-start your career today!

Responsibilities

• Provide first level support to unmanaged advertisers placing ads via Ad Studio.
• Customer contact via E-mail and Chat. At a later stage, there is also a possibility that customer contact by phone will be added.
• Manage all queries, requests and feedback received via chat to ensure a timely resolution and an overall positive client experience.
• Use critical thinking to craft thoughtful and custom-made responses to customer queries, and supplement with templated responses when needed.
• Identify sales opportunities that can either be passed onto our sales team or provide support yourself by acting as a consultative partner who thinks outside the box.
• Command & convey key Ad Studio product knowledge to advertisers with accurate detail.
• Leverage internal systems to log issues and escalate technical queries to our internal support teams.
• Work occasional ad hoc support tasks outside of the general chat queue.
• Set eligible advertisers up on invoicing and submit ICR’s when required.
• Identify fraudulent activity and take action to mitigate risk.
• Assist with general billing queries and process refunds for eligible advertisers.

Requirements

• Native or near-native level German
• English at a B2 level or higher.
• Good communication skills and ability to provide world-class service to new and returning customers.
• An experienced chat customer success representative with a minimum of 6 months experience in a similar role
• Quick learner with excellent attention to detail.
• Critical thinker who can craft custom-made responses and does not fully rely on templated responses.
• Has an interest in advertising and marketing.
• Highly motivated, proactive, and adaptable to change.
• Excellent troubleshooting and problem-solving skills.
• Team player with the ability to work as an individual.
• Strong written and verbal communication skills.
• Flawless written communication skills in German on a native level

Benefits

• Competitive salary: 1648€ gross per month (house excluded) or 1,284.05€ gross per month (house + expenses included).
• Private health insurance
• Social activities, language lessons.
• First class ongoing training and development
• Career development opportunities
• Relocation package

Only CVs in English will be reviewed.