PartnerHero is hiring a
German Bilingual Email & Chat Support II

Summary

Join PartnerHero as a Customer Support professional providing email and chat support in German and English. Work remotely from October 10, 2024 - January 31, 2025, during the specified work schedule. Collaborate with various departments to provide an amazing customer experience.

Requirements

• 1+ years of experience in a customer service role
• Excellent English and German skills; written and verbal skills are a must
• Organized and capable of managing time with colleagues in different time zones
• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
• Critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

Responsibilities

• Providing an amazing customer experience across all channels including email, and live chat in English and German
• Handling different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting
• Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
• Consistently achieving individual and departmental goals
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Closing the feedback loop by sharing valuable customer insight across all departments
• Escalating common trends from calls and emails to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience

Preferred Qualifications

• Experience working within the consumer goods, toys, or electronics industries is a plus
• Experience with Zendesk (or related) is a plus