Customer Care Representative

The company:

Employee benefits clients use us for group health, dental, vision and life plans.

The previous person in this role moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Frankfurt, but nobody is required to come in. We ship you a laptop and accessories before your first day.

Your responsibilities:

• Escalate complaints that need a supervisor or another department
• Update customer records accurately
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Document every interaction in Zendesk or Salesforce Service Cloud
• Explain bills and payment options and take payments over the phone

Required qualifications:

• 2+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM

Preferred:

• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Why work with us:

• Company pension scheme
• 30 days of annual leave
• Flexible working hours
• JobRad bike leasing
• Christmas bonus

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Friedrich Beratung e.K..