Customer Care Advisor (German Speaking)

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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