[Hiring] Customer Support @Wise Insight

Role Description

Join a leading global technology company as a Customer Experience Agent, specializing in supporting German-speaking customers. In this remote role, you will be the first point of contact for end-users, providing exceptional service across sales, after-sales, product inquiries, and technical support. You'll engage with customers on a variety of topics related to premium household appliances, utilizing a suite of advanced digital tools and a virtual desktop environment. This is an exciting opportunity to become a product expert and deliver outstanding support for a renowned brand.

• Handle inbound calls from German-speaking customers, addressing sales, after-sales, product inquiries, and delivery-related questions.
• Provide comprehensive customer service, including technical troubleshooting for household appliances (e.g., using video diagnostic tools like TechSee).
• Assist with order-related inquiries such as missing or delayed parcels, warranty questions, refunds, replacements, and product availability.
• Offer product recommendations and support customers through the purchase process.
• Accurately log all customer interactions and resolutions in English using CRM systems like Salesforce.
• Escalate complex issues to the appropriate internal teams when necessary.

Qualifications

• Fluent German (C1+ level) and proficient English for internal communication and logging.
• Previous experience in a suitable Customer Service Representative (CSR) role.
• Relatively advanced PC knowledge, including navigating multiple browser tabs, applications, and a Virtual Desktop Infrastructure (VDI).
• A strong affinity for technology and technical problem-solving.
• Ability to work effectively in a remote environment.

Requirements

• This is an 8-month contract opportunity, offering a clear path to develop your expertise.
• You will receive comprehensive training, including 11 days focused on tool usage, followed by 2 weeks of nesting with an experienced agent. Expect a learning curve of approximately 2 months to master product identification, spare part matching, and accurate order placement.
• Benefit from a productivity bonus of up to 150.00€ per month, subject to target achievement.
• You will work with a suite of advanced digital tools and systems, including Salesforce for CRM, Amazon Call App for call handling, and TechSee for video diagnostics.
• Your performance will be evaluated based on key metrics such as customer satisfaction (CSAT), average handling time (AHT), first call resolution (FCR), and quality assurance (QA) scores, emphasizing empathy, communication skills, and process compliance.

Benefits

• Gross Salary: €1,300 gross per month
• Relocation support provided
• Working Hours: Rotating shifts between 09:00 and 21:00, Monday to Friday, with occasional weekend shifts