Customer Service Agent - Karlsruhe, Deutschland - Cinemo

Cinemo

Geprüftes Unternehmen

Karlsruhe, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Position Description

Customers in your responsibility are mainly consumer electronics device manufacturers, Content Management Software vendors, and retail/enterprise businesses owning or operating large fleets of playback devices (such as screens or speakers).

In this role, you will:

Manage and maintain a collaborative exchange with external suppliers for Level 1 support, monitoring performance metrics such as response times, resolution times, and customer satisfaction scores
Resolve previously unknown technical issues or softwarerelated inquiries by working closely with internal stakeholders (Product Management, Engineering)
Document customer issues and resolutions in a detailed manner for future reference and improvement
Proactively identify trends or recurring issues to suggest improvements to products, processes, or documentation

What you will need to succeed:

At least 3+ years of successful previous experience in Customer Service or Customer Centric roles
Experience in a highly competitive, technologydriven industry sector (e.g. Software, Consumer Electronics, IoT)
Familiarity with (SaaS) software products, services, and technologies
Understanding of customer service tools and processes required for an optimal customer experience
Ability to articulate complex technical concepts to both technical and nontechnical audiences
Strong analytical and problemsolving skills
Ability to work collaboratively with crossfunctional teams including between internal and external stakeholders
Excellent written and verbal German and English communication skills