bilingual german/english customer care specialist

Think of yourself as the backbone of the company. Imagine going to work with one primary goal: to provide the absolute best, world-class customer experience to our premium clients. You will act as a true brand ambassador, combining empathy with deep product expertise to resolve inquiries accurately, efficiently, and respectfully in every single interaction. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. The position offers a gross monthly salary of [xxx] plus many other (both monetary and non-monetary benefits). So come on, now we need your full concentration because it's time to imagine what it's like being a Customer Care Specialist.

Responsibilities:

• Track and follow cases to ensure they closed in an efficient and timely manner

• Maintain high customer satisfaction, representing a major brand

• Experience in technical-based customer assistance through voice, chat, email and other channels

• Escalate unresolved cases by contacting 2nd level support Interaction Experts

• Maintain high customer satisfaction

• Previous experience dealing with the challenges faced in a customer-focused role

• Problem-solving and critical thinking skills

• A passion for problem-solving with the customer's interest and satisfaction being the primary goal

• Ability to become part of the customers in their purchase journey. Everything from understanding their needs and celebratory life moments, to answering product and inventory related questions, through processing customer and payment details.

• Fashion Savvy

• Ability to effectively and correctly communicate verbally and in written format

• Other duties as assigned

Role Requirements:

• Must be bilingual in German (C1/C2) and English (C1/C2) speaking and writing. Support will be provided in the main language but also in English.

• Minimum 1-2 year experience in Customer Support, technical support, especially with fashion functions

• Great communication skills, written and orally

• Demonstrate strong abilities to work independently and as a remote team player

• Must be adaptable and flexible, demonstrating abilities to work with process and information changes

• Must be willing to participate in a background screening

• Proven customer communication experience (Chat, Email & Phone)

• Strong working knowledge of systems and PC based internet and software applications (e.g. internet, Microsoft Office)

• Empathize with customers that are experiencing issues, and help them resolve their issue

• Navigate documentation and resources to provide world class service

• Clear Communicator - customers leave interactions with zero confusion

• Problem Solver - Ability to identify and troubleshoot issues

• Coachable - Open to feedback and can show improvement

• Being willing to work in shifts rotation , including weekends and holidays (if needed). Working hours are subject of change and will be notified in a timely manner to allow work-life balance

Benefits:

• Private Health and Life insurance with Generali

• Transportation allowance: 65€ gross/month

• Meal allowance: 85€ net/month

• Birthday leave: 1 additional day off paid by the company (after the course of the 1st year in TaskUs)

• Salary: 1350 EUR gross monthly (14 salaries per year)