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About the role
Key responsibilities & impact- Rapid Support & Resolution: Provide quick assistance mainly over the phone, with additional support via chat and email, aiming to resolve all inquiries within 24 hours.
- Technical Support & Setup: Troubleshoot login, system, and hardware issues, guiding salons through setup and configurations for seamless operations.
- Billing & Subscription Management: Address billing, payments, and subscription updates, ensuring accurate and clear financial support.
- Relationship Management & Retention: Conduct regular check-ins, proactively manage partner needs, and address churn risks to strengthen loyalty.
- Platform Education & Knowledge Sharing: Educate partners on platform features to maximize usage, sharing best practices and tips.
- Documentation & Continuous Improvement: Document interactions in CRM, monitor inquiry trends, and contribute to FAQs, support materials, and product feedback for ongoing improvements.
Requirements
What you’ll need- Previous Experience in Client Support: Demonstrated ability to assist clients over the phone, effectively managing and resolving their inquiries or issues.
- Customer-Focused Mindset: Display patience and empathy while handling conversations, including managing challenging or distressed clients.
- Quick Problem-Solving Skills: Ability to think swiftly to resolve issues on the spot or appropriately escalate them when necessary.
- Detail-Oriented Approach: Ensures accurate documentation of client interactions and timely follow-up on any required actions.
- Efficient Time Management and Multitasking: Skillfully handles multiple requests at once, prioritizing based on urgency and client needs.
- Technical Skills: Proficient in using phone systems, CRM platforms, or helpdesk software for efficient client support.
- Excellent Communication Skills: Exceptional communication skills, fluent in both German and English, ensuring clear and effective client interactions.
Benefits
Comp & perks- The opportunity to make a meaningful impact on the company's success
- A permanent contract, providing stability and long-term growth potential
- Flat hierarchies that promote open communication and encourage putting your ideas forward
- An international team with colleagues from diverse backgrounds and countries, fostering a multicultural work environment
- Regular company events to foster team bonding and create opportunities for networking and collaboration
- Enjoy perks such as free coffee and lunch vouchers
- Experience an amazing company culture that values teamwork, creativity, and a positive work atmosphere
- Expect plenty of fun and exciting moments as we work together towards our shared goals
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
troubleshootingbilling managementsubscription managementCRM documentationplatform educationtechnical supportsystem setuphardware issue resolutioninquiry trend monitoringproduct feedback
Soft Skills
customer-focused mindsetproblem-solvingdetail-orientedtime managementmultitaskingpatienceempathycommunicationrelationship managementloyalty strengthening