Customer Care Associate

Ascential Technologies; Nordrhein-Westfalen; Vor Ort; EUR 30.000 - 45.000; Vollzeit

Zusammenfassung

A global industrial solutions firm in Germany is seeking a proactive Customer Care Associate (CCA) to manage service requests. In this role, you'll be the first point of contact for customers, ensuring swift and professional responses to inquiries. The ideal candidate will have a background in technical customer support and proficiency in Salesforce. This position offers an opportunity to enhance customer satisfaction through effective communication and technical solutions.

Qualifikationen

• Experience in technical customer support, service desk, or call center environments.
• Strong written and spoken English; additional languages are a plus.
• Excellent information-gathering and case documentation skills.

Aufgaben

• Manage incoming service cases via Salesforce.
• Provide friendly, scripted first contact with customers.
• Monitor KPIs and ensure SLA compliance.

Kenntnisse

Technical customer support experience

Proficiency with Salesforce Service Cloud

Strong English communication skills

Information-gathering skills

Process discipline

Tools

Salesforce Service Cloud

Excel

Jobbeschreibung

Overview

Customer Care Associate (CCA)

Ascential Care is the dedicated service and support division of Ascential Technologies, committed to delivering exceptional customer experiences across our global industrial solutions. We ensure fast, professional engagement and seamless escalation to technical experts—empowering our customers to maintain operational continuity and confidence in our products.

The Role: We’re looking for a proactive, technically-minded Customer Care Associate (CCA) to be the first human touchpoint for incoming service requests. Your mission is to deliver a courteous, professional first response within 2 business hours and perform high-quality triage that connects customers with the right technical expert—fast. This role is key to ensuring customer satisfaction through speed, professionalism, and technical accuracy.

What You’ll Do

• Manage incoming service cases via Salesforce
• Provide friendly, scripted first contact with customers
• Accurately route cases to the correct technical teams
• Keep customers informed of next steps
• Monitor KPIs and ensure SLA compliance
• Follow standard processes and contribute to continuous improvement

What You Bring

• Experience in technical customer support, service desk, or call center environments
• Proficiency with Salesforce Service Cloud or similar CRM tools
• Strong written and spoken English; additional languages (e.g., German, French, Italian, Mandarin) are a plus
• Excellent information-gathering and case documentation skills
• Process discipline and accountability for SLA targets

Bonus Points For

• Exposure to aerospace test systems or industrial automation
• Familiarity with service KPIs and reporting tools (Excel/BI platforms)
• Experience coordinating across time zones and multi-party escalations

Why Join Us?

Be part of a mission-driven team shaping the future of industrial customer service. At Ascential Care, customer satisfaction depends on speed, expertise, and a consistently professional experience. As a CCA, you’ll deliver all three—accelerating technical resolution and elevating the customer journey.