[Hiring] Customer Care Specialist (Bilingual German/English) @Premier NX

Role Description

We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email, and live chat.

• Assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing, and replacements accurately and efficiently.
• Work hours: Monday through Friday with shifts between 7:00 AM – 3:00 PM EST or 8:00 AM – 4:00 PM EST.
• Work remotely with equipment supplied, provided the required minimum internet speed service is validated.
• Demonstrate a high level of sensitivity, empathy, and patience with each consumer.
• Meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum internet service of 100 MBPS download speed.
• Adhere to assigned work schedule and complete each shift in its entirety.
• Work with multiple systems and communication channels simultaneously.
• Attention to detail is critical as many cases are not first contact resolution.
• All contact information and notes must be complete for case progression.
• Consumer contact is regularly audited for Quality Assurance (QA), product knowledge, and case coding.
• Participate in an intense training process requiring self-discipline and independent reading.

Qualifications

• 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.
• Must maintain professional behavior and a courteous demeanor in stressful situations.
• Familiarity with smartphone technology and applications.
• Previous customer service experience preferred.

Requirements

• College degree preferred with a minimum of 3 years customer service experience.
• Strong computer experience working on multiple software programs.
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution.
• Excellent interpersonal, communication, and organizational skills.
• Excellent writing skills and experience with social media management.
• Must be authorized to work in the US without sponsorship.

Benefits

• Remote work with equipment provided.
• Opportunity to support prestigious brands.
• Intensive training and development opportunities.