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Customer Service Representative

Remote:

Full Remote

Contract:

Full time

Work from:

Germany

Offer summary

Qualifications:

Fluent in German and English, bonus if proficient in French or Italian, Background in customer service for B2B SaaS, tech-savvy with basic troubleshooting skills.

Key responsabilities:

Handle customer inquiries via phone, email, chat, documenting interactions accurately
Troubleshoot technical issues, suggest product improvements based on feedback
Manage and escalate customer requests within the CRM system
Create knowledge resources to guide customers in using the product

Smeetz Information Technology & Services Scaleup https://www.smeetz.com/

11 - 50 Employees

See more Smeetz offers

Job description

At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products.

We are a fast-growing SaaS startup, and we're looking for a Customer Service Representative to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.

The Customer Service position is remote and starts ASAP in Berlin.

Key Responsibilities

Responding to customer inquiries via phone, email, and chat, providing prompt, reliable, and high-quality assistance.
Troubleshooting technical issues and helping customers navigate our software.
Continually learning about our product to provide accurate information to customers.
Using feedback from customer interactions to suggest ways to improve our product and customer experience.
Manage Level 1 requests, create and follow up Level 2 and Level 3 issues for the dev team
Take ownership of customer issues and follow problems through to resolution
Create and update knowledge articles and videos to ease customers’ journey into the product.
Documenting all customer interactions and details of inquiries, comments, complaints, and actions taken in our CRM system.
Identifying and escalating priority issues to the Customer Service Manager or appropriate internal team.

Requirements

Mandatory requirements

Excellent command of German and English. French and/or Italian would be a plus
Tech-savvy and experience in customer service for a B2B SaaS.

Requirements

Excellent communication and interpersonal skills.
A strong understanding of the SaaS business model, with a willingness to continually learn about our specific product.
Basic technical troubleshooting skills.
Ability to handle customer complaints and difficult situations with patience and professionalism.
Proficiency with CRM software and ticketing systems.
Strong problem-solving skills and the ability to multitask, prioritize, and manage time effectively.

Benefits

Through this position, you will have the opportunity to grow in a fast-growing scale-up
Flexible work hours and the option to work remotely.
You will work in a highly performance-driven environment.
A vibrant and inclusive work environment where your voice matters.
Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.

If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.