Customer Care Specialist, Bilingual German/English
Stafford Communications Group
full-time
Posted on:
Location Type: Remote
Location: Ohio • Pennsylvania • United States
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About the role
- Answer incoming phone calls, live chats, and respond to written communication
- Troubleshoot any issues related to the consumer product
- Assist consumers with order inquiries, product information, and shipping updates
- Process refunds and replacements accurately and efficiently
- Make recommendations based on consumer’s needs
- Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette
- Deliver a high-quality, empathetic customer experience across all channels
- Manage multiple systems and tasks simultaneously in a fast-paced environment
- Continually maintain working knowledge of all company products, services, and promotions
- Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards
Requirements
- Fluent in German and English (written and spoken)
- Ability to multitask and navigate multiple systems efficiently
- Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving
- Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations
- Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical
- Previous customer service experience preferred
- College degree preferred with minimum of 3 years customer service experience
Benefits
- Flexible work arrangements
- Equipment provided including laptop and accessories
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
multitaskingverbal communicationwritten communicationactive listeningproblem-solvingattention to detailprofessional behaviorcourteous demeanorempathetic customer experiencequality complaint handling