Salonkee

Senior Customer Support – German Speaking

Salonkee

full-time

Posted on:

Location Type: Hybrid

Location: Luxembourg • Luxembourg

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Job Level

Senior

About the role

  • Provide quick assistance mainly over the phone, with additional support via chat and email, aiming to resolve all inquiries within 24 hours.
  • Troubleshoot login, system, and hardware issues, guiding salons through setup and configurations for seamless operations.
  • Address billing, payments, and subscription updates, ensuring accurate and clear financial support.
  • Conduct regular check-ins, proactively manage partner needs, and address churn risks to strengthen loyalty.
  • Educate partners on platform features to maximize usage, sharing best practices and tips.
  • Document interactions in CRM, monitor inquiry trends, and contribute to FAQs, support materials, and product feedback for ongoing improvements.

Requirements

  • 5-6 years of 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client supporttroubleshootingbillingpaymentssubscription managementdocumentationproblem-solvingtime managementmultitaskingtechnical skills
Soft Skills
customer-focused mindsetpatienceempathydetail-orientedefficient time managementquick problem-solvingcommunication skills