Customer Service Representative

Summary

Join our dynamic team as a Customer Service Representative at Smeetz, a fast-growing SaaS startup, to contribute to shaping our customer service operations and work remotely in Berlin.

Requirements

• Excellent command of German and English . French and/or Italian would be a plus
• Tech-savvy and experience in customer service for a B2B SaaS
• Excellent communication and interpersonal skills
• A strong understanding of the SaaS business model, with a willingness to continually learn about our specific product
• Basic technical troubleshooting skills
• Ability to handle customer complaints and difficult situations with patience and professionalism
• Proficiency with CRM software and ticketing systems
• Strong problem-solving skills and the ability to multitask, prioritize, and manage time effectively

Responsibilities

• Responding to customer inquiries via phone, email, and chat, providing prompt, reliable, and high-quality assistance
• Troubleshooting technical issues and helping customers navigate our software
• Continually learning about our product to provide accurate information to customers
• Using feedback from customer interactions to suggest ways to improve our product and customer experience
• Manage Level 1 requests, create and follow up Level 2 and Level 3 issues for the dev team
• Take ownership of customer issues and follow problems through to resolution
• Create and update knowledge articles and videos to ease customers’ journey into the product
• Documenting all customer interactions and details of inquiries, comments, complaints, and actions taken in our CRM system
• Identifying and escalating priority issues to the Customer Service Manager or appropriate internal team

Benefits

• Flexible work hours
• The option to work remotely