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Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email
- Build and maintain client relationships by understanding the unique needs of each client
- Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems
- Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner
- Be a trusted partner for your clients by developing and maintaining and in-depth understanding of our services, and to communicate industry changes and new product offerings
- Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed
- Strive to meet or exceed metrics that are designed to help us achieve our industry leading client service support as evidenced by our world-class Net Promoter Score (NPS) results
Requirements
What you’ll need- Must be fluent in English and German. Fluency in any additional language would be a plus
- Experience working in a customer-centric environment, industry and/or role
- Effective written and verbal communication skills
- Ability to think critically and be solution oriented
- Strong Microsoft Office skills including MS Excel, Word, and Outlook
- Ability to learn, adapt to, and discuss new technology
- Tenacity and agility to balance varying priorities and inquiries from internal and external customers
- Ability to work independently, as well as on a team
- Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment
- Previous experience of producing quality results with high attention to detail
- Ability to be direct, open, and honest when communicating with clients and co-workers
- Bilingual skills are a plus
Benefits
Comp & perks- Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training
- An on-team mentor to provide additional day to day support during your onboarding
- Collaborative team environment
- Supportive leaders committed to your professional development and growth
- Complimentary access to Open Sesame, monthly job-related recurrent training, and more
- Flexibility for our employees by offering a hybrid work schedule
- A clear vision, mission and values centred around our promise to provide world class service to our clients
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetroubleshootingproblem-solvingcritical thinkingattention to detailbilingual communicationdigital brand managementdomain namesDNSdigital certificates
Soft Skills
effective communicationorganizational skillssolution orientedtenacityagilityindependenceteamworkadaptabilityclient relationship managementclient-focused