Priority Services Specialist with German - Bucharest

Requirements:

• • Skills and experience

• • Fluent German (C1) & English (at least B2).
• • Willingness to work from the office in Bucharest.
• • Willingness to work in a shift-based work schedule (8am-5pm or 1pm-10pm).
• • Experience handling customers within a call center environment and maintaining the highest levels of customer satisfaction.
• • Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment.
• • Ability to adjust communication style depending on the level of technical ability of the audience.
• • Understands the level of service expected for Priority accounts.
• • Able to adapt quickly to changes in workflows.
• • Highly empathetic and thoughtful, with the ability to understand customers' business challenges and tailor a solution adapted to their needs.
• • Demonstrated ability to solve complex support problems, often in the absence of defined workflows.

Responsibilities:

• • About the role

• • Interact with users via email, phone, and chat.
• • Represent as the point of contact with important and strategic users.
• • Analyse and evaluate users' specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs.
• • Meet and exceed personal targets in a fun and challenging team environment.
• • Escalate complex user issues to internal teams and provide context to the reason for the escalation.
• • Be able to deliver conclusions from data given to you (suggesting training needs based on previous ticket volume).
• • Work to resolve user issues within the first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity.
• • Identify opportunities to improve the user experience with better tooling or product fixes.

Benefits:

• • We offer

• • Opportunity to be part of a global organization focused on development.
• • Open-minded and multinational environment.
• • Professional development and clear career path.
• • Extensive benefits package: meal vouchers, 7card digital, private medical healthcare, gift vouchers for Christmas and Easter, 13th salary.
• • Relocation bonus.