Customer Service Advisor

Alpen Cloud employs 620 people across engineering hubs in Berlin and three other locations, building ERP software for mid-market manufacturers.

Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in Berlin, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. Working hours overlap with Central European Time.

Responsibilities

• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Explain bills and payment options and take payments over the phone

What we're looking for

• 3+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check

Preferred qualifications

• Zendesk, Five9 or Genesys experience
• Experience handling escalations

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Perks and benefits

• Two weeks of paid leave at year end
• Public holidays observed per your country
• Annual salary review
• Annual learning budget
• Co-working space stipend

We review applications as they come in.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Alpen Cloud GmbH.