Senior Customer Support Manager (German Desk)
Everhelp is a team of professionals creating fast-growing outsource support service for more than 50 products all over the world. We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions.
The product you'll be working with is a leading online retailer in the office furniture sector, is known for excellent customer service and efficient solutions. To strengthen our customer service team, we are looking for a Senior Customer Support Manager to start immediately, who will handle customer issues pragmatically and solution-oriented, and keep a cool head even in complex challenges.
Responsibilities:
Efficient handling of after-sales customer inquiries:
You will quickly process incoming inquiries and look for sustainable solutions. Even with a high volume of inquiries or unpleasant topics, you remain calm and professional – you are the calm eye in the storm.
Balanced problem-solving:
When facing challenges such as delivery delays, complaints, or product inquiries, you will find objective, pragmatic solutions that consider both the customers' and product's interests.
Coordinating deliveries and complaints:
You will manage challenges in complex projects involving products from different manufacturers, and take on the coordination of complaints and returns.
Tactful communication:
Even in stressful situations, you stay empathetic and friendly while always striving for the fastest and best solution, maintaining clear communication with customers.
Collaboration with internal teams:
You will work closely with Sales, Logistics, and other departments such as Finance to ensure customer inquiries are resolved comprehensively and efficiently.
Preferable Background:
- Minimum level of B2 in both German and English;
- Experience of at least 3 years in a customer service or similarly customer-centric position with calls and emails;
- Experience of work with B2B niches, especially in dealing with complex delivery and complaint processes.;
- The ability to work and think independently and a proactive approach to problem-solving;
- Strong multitasking skills and a flexible mindset to keep up with our dynamic and fast-paced work environment;
- Experience in Microsoft Dynamics and ideally Hubspot;
A passion for working with people and empathy for customers and co-workers alike, even when working under pressure.
What do we offer?
- Work in an international team of professionals and with an audience of more than one million a month;
- Philosophy and conditions for your continued growth and development;
- Large space for the involvement of their own ideas and influence on the product.
Don't delay! Submit your CV and join EverHelp.
Анастасія Козел
