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Customer Care Advisor (German Speaking)

Erstellungsdatum 09.04.2025

4.6 out of 5 based on 526 of reviews

Overview

Job Description

The Customer Care Advocate 1 acts as an advocate for the company's customers and partners within the support function and across all other departments.

Responsibilities

Assist with ensuring a high level of customer satisfaction through issue engagement follow-up escalation and resolution by channeling requests to the appropriate resources in a timely fashion
Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention
Document all customer and partner interactions in the case management system according to department guidelines.
Gain understanding of the company roles and responsibilities of the teams customer care interacts with and applicable processes and procedures; apply this knowledge to resolution of customer care engagements.
Assist with the coordination of technical and non-technical resources across departments to develop issues resolution action plans to the benefit of customers and partners
Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns
Maintain regular clear and professional written and verbal communication with customers partners and internal stakeholders on assigned engagements adapting written and verbal communication style to suit different audiences.
Participate in recurring meetings to address acute support experience events.
Facilitate new customer introductions to support\customer success following guidelines processes and procedures established
Assist in the creation and facilitation of calling campaigns and various projects as needed

Minimum Qualifications

College degree preferred (B.S. B.A. Associate's degree in Business Administration or Computer Science) or equivalent work experience;
A minimum of 2 years experience in an administrative or customer service role preferably for a support organization
Able to learn technology particularly as it relates to identifying customers' business processes
Professional clear written and verbal communication skills
Motivated to help others
Able to thrive in a fast paced environment
Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented
Demonstrated ability to use sound judgment and appropriately escalate issues for guidance
Collaborative skills applied successfully within team as well as with other areas
Demonstrated critical thinking and problem solving skills
Understanding of technology particularly as it relates to its use in various industries and business processes
Work varying shifts to address customer and partner needs within their business hours both domestic and international on an as needed basis
May require up to 10% travel.

What you will be doing

Assist with ensuring a high level of customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution by channeling requests to the appropriate resources in a timely fashion
Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention
Document all customer and partner interactions in the case management system according to department guidelines.
Gain understanding of customer solution environments
Assist with the coordination of technical and non-technical resources within technical support and across departments to develop issues resolution action plans to the benefit of customers and partners
Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns
Maintain regular communication with assigned customers and partners.
Participate in short term runs of recurring meetings to address acute support experience events, and participate in customer and partner on-site visits as needed to address acute support delivery experience concerns
Facilitate new customer introductions to support\customer success, following guidelines, processes and procedures established
Assist in the creation and facilitation of calling campaigns

What will make you successful

College degree preferred (B.S., B.A., Associate's degree in Business Administration or Computer Science), or equivalent work experience;
A minimum of 2 years experience in an administrative or customer service role, preferably for a support organization
Able to learn technology, particularly as it relates to identifying customers' business processes
Professional written and verbal communication skills
Motivated to help others
Able to thrive in a fast paced environment
Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented
Demonstrated ability to use sound judgment and appropriately escalate issues for guidance
Collaborative skills, applied successfully within team as well as with other areas
Demonstrated critical thinking and problem solving skills
Written and verbal communication skills
Understanding of technology, particularly as it relates to its use in various industries and business processes
Work varying shifts to address customer and partner needs within their business hours, both domestic and international, on an as needed basis
May require up to 25% travel.

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