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.
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