Customer Service Representative II

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

The position

Our team is growing and we are hiring a Customer Service Representative II. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. Working hours overlap with Central European Time.

Your responsibilities

• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue
• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Meet targets for handle time, quality score and customer satisfaction

Minimum qualifications

• 5+ years of customer service, retail, hospitality or call center experience
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills

Benefits

• Public holidays observed per your country
• Two weeks of paid leave at year end
• Co-working space stipend
• Annual team retreat
• Monthly internet allowance

Alpen Cloud is an Equal Opportunity Employer, including disability and protected veteran status.

Applications are reviewed 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.