We are looking for a Customer Service Representative German-speaking who provides solution-minded, customer-focused, and professional support to customers in both resolving product or order issues as well as helping find new or other products to meet their needs. Balances time between supporting customers, responding to inbound customer service calls and resolving issues by offering solutions, explanations, and options.
Develops product knowledge and understands how to develop customer relationship-building skills that align with the service model.
Establish subject matter expertise on all products and provides customers’ information about products, takes, or enters orders, cancels accounts, or obtains details of complaints.
Respond to inbound customer calls spanning general product questions to issues regarding the ordering, fulfillment or use of products.
Troubleshoot customer issues and provide one-call resolution, tracking and escalating recurring issues and common solutions to team leadership.
Consistently deliver world-class customer service by identifying and prioritizing problems and issues related to service area.
Maintains close contact with the customer to give updates on progress toward resolution of issues recognizing, at times, there may be difficult situations/customers and defusing the situation while maintaining a positive attitude.
Refers unresolved customer issues to designated departments for further investigation.
Keeps records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken in the Customer Relationship Management system HubSpot.
Help out with order fulfillment if required.
Bachelor’s Degree preferred and/or equivalent experience in customer support/sales
2 to 4 years experience in Customer Service
Business level German and fluent in English, speaking Dutch is preferred
Networking, relationship building and creative problem solving
Data analytics and critical thinking
Detail orientation and exceptional organizational skills
Ability to track common issues, document proven solutions and provide recommendations to senior leaders
Exceptional written and oral communication ability
Self-motivation, "can do" attitude, sense of urgency for delivering results
Versatility, flexibility, and the ability to adapt quickly to change
Proficiency with CRM Tools
Microsoft Office 365 expertise
Good computer skills, and the ability to learn new software quickly
Fulltime 40 hours per week
Working at the Haarlem office
Travel costs are reimbursed, possible to park at the office
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Our client makes and develops safe, effective hemp for dogs and cats. They are a leader in cannabinoid research and evidence-based products for pets. They are conducting R&D projects/clinical studies at leading universities and referral centers. They will open an office in the Netherlands and will serve their international customer base.