Position: Customer Care Specialist
Location: Remote/work from home in Montenegro
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction
- Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels
- Navigate internal and external documentation and resources to provide world-class service
- Identify and escalate priority or unresolved issues to appropriate internal teams
- Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures
- Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues
- Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client
- Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service
- Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere.
REQUIREMENTS:
- Native or fluent in German, both verbal and written
- Residing in Montenegro and being able to take on a job legally without the company’s support
- Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
- Experience in Customer Support, and technical support, especially with a help desk or other IT functions
- Ability to go through a background check
- Strong abilities to work independently and as a remote team player
- Problem-solving and critical thinking skills
- Adaptable and flexible, demonstrating abilities to work with process and information changes
- Strong working knowledge of external systems and PC-based internet and software applications (e.g. internet, Microsoft Office)
- Working schedule: Monday – Friday, shift rotation 08 AM – 06 PM. 40 hours a week.
OFFER:
- Excellent remuneration package based on experience, skills and performance
- Indefinite contract
- Private health and life insurance
- Fully remote work from Montenegro
- A dynamic and creative team with a positive and friendly atmosphere
- Good work environment – the employer can show off great reviews from their employees
- Guidance and tools to reach your full potential
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