Customer Service Advisor

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

Overview

Alpen Cloud has an opening for a Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Berlin, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. Core hours are 10:00 to 15:00 CET. Good written English matters here, since most updates are written.

In this role you will

• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions

Qualifications

• 2-4 years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time

Preferred

• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify
• Experience handling escalations

₹10.5-14 LPA

Pay and benefits

• Annual salary review
• Home office setup budget
• Paid sick days
• Co-working space stipend
• Health insurance through our employer-of-record partner
• 24 days paid time off

Start: Within 30 days.

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