Customer Experience Specialist - German (BOG)

Job Overview

We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in German to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.

Key Responsibilities

• Customer Support: Provide exceptional customer service in German and English, assisting with orders, account setup, and general inquiries.
• Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues.
• Communication: Interface with external shipping partners regarding tracking and customs clearance.
• Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
• Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
• Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.
• Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.
• Compliance: Adhere strictly to established policies and procedures.

Qualifications

• Language Proficiency: Fluent or proficient in German, with proficiency in English.
• Communication Skills: Excellent verbal and written communication abilities across multiple channels.
• Customer Service Experience: Previous experience in a customer-facing role is preferred.
• Technical Skills: Comfortable using CRM systems and other customer service software.
• Problem-Solving Abilities: Strong analytical skills with the ability to handle complex issues.
• Adaptability: Ability to work flexible hours to accommodate customers' local business hours.
• Team Player: Collaborative mindset with the ability to work effectively in a team-oriented environment.
• Education: High school diploma or equivalent.

What We Offer

• On-Site Amenities:
  • Free Meals: Complimentary lunch and dinner prepared by professional chefs.
  • Fitness Center: Access to a fully-equipped gym with various exercise classes.
  • Health Services: On-site therapists and nurses are available for your well-being.
• Professional Growth: Opportunities for advancement and professional development.
• Collaborative Environment: Work with a diverse and inclusive team committed to excellence.
• Competitive Salary: Attractive compensation package with performance-based incentives.

This is an on-site position, in Bogota.

HireHoratio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.