Customer Success Agent
MDN Group
contract
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the first point of contact for customers, handling a consistent volume of incoming and outgoing calls, emails, tickets, and chats across multiple platforms.
- Provide exceptional customer service by listening carefully, understanding the issue, and offering a solution or escalation as needed.
- Consistently meet or exceed KPIs, with an emphasis on growth and development.
- Build and maintain strong relationships with internal and external customers, demonstrating empathy and professionalism at all times.
- Use structured troubleshooting techniques and technical expertise to resolve customer inquiries efficiently.
- Escalate unresolved issues and recurring trends to line managers, ensuring problems are addressed at the appropriate level.
- Participate in ongoing training, feedback sessions, and skill development programs designed to prepare you for supervisory responsibilities.
- Engage in self-improvement and professional development, supported by a structured career progression plan, which includes leadership training.
Requirements
- Prior experience working in a contact center or customer service environment is essential.
- Demonstrated ability to meet targets while actively seeking to develop your skills and leadership potential.
- Strong experience in evaluating and resolving complex customer inquiries and escalating issues when necessary.
- Excellent verbal and written communication skills, with the ability to handle diverse customer interactions via calls, emails, tickets, and chats.
- Proven ability to provide empathetic, solution-oriented customer service.
- Fluency in spoken and written English is required; additional languages are highly desirable.
Benefits
- Wellbeing Allowance: Support for maintaining a healthy work-life balance.
- Appreciation and Recognition Program: Recognition for high performance and contributions toward leadership growth.
- Travel Discounts: Special discounts for travel, recognizing our global, remote team culture.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer serviceempathyprofessionalismcommunicationproblem-solvingleadershipself-improvementskill developmentrelationship buildingtroubleshooting