hey contact heroes GmbH is seeking a Front-line Customer Service Representative (m/w/d) to act as the central point of contact for our customers. You will handle inquiries and complaints via ticket system and phone, ensuring timely resolution and contributing to a positive customer experience.
What You'll Do
- Answer customer inquiries via ticket system or phone and provide accurate information about products and services.
- Ensure timely and effective resolution of customer complaints and problems through direct communication.
- Document customer interactions, questions, and concerns in Confluence or as internal notes within the ticket system.
- Escalate complex issues to supervisors or managers for further processing as needed.
- Create or revise customer-facing help articles and internal usage guides.
- Route calls to appropriate team members situationally when further processing is required.
What We're Looking For
- Completed commercial training or an equivalent educational qualification.
- You enjoy communicating with customers, act professionally, and demonstrate high service and customer orientation.
- Team-first mentality; you are reliable and enjoy working closely with colleagues.
- Ability to remain calm in stressful situations and achieve positive outcomes for customers with a friendly and patient manner.
- A hands-on, proactive mentality.
- Fluent in German and comfortable communicating in English.
Nice to Have
- Career changers are welcome.
Technical Stack
- Confluence
- Ticket system
Team & Environment
You'll join a company of 11-50 employees and collaborate with a highly professional, motivated, and inspiring team.
Benefits & Compensation
- Company pension scheme
- Corporate Benefits
- EGYM Wellpass
- Office fruit and drinks
- Attractive salary package
- Open and appreciative corporate culture with flat hierarchies and short decision paths
- Modern, top-equipped workplace
Work Mode
This is a hybrid role with 20% remote work.
hey contact heroes GmbH is an equal opportunity employer.
