Customer Service Representative

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.