Customer Support Representative

TN Germany; Düsseldorf; Vor Ort; EUR 35.000 - 55.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen Customer Support Representative, der als Hauptansprechpartner für Kunden fungiert. In dieser Rolle unterstützen Sie Kunden bei der Nutzung einer KI-gestützten SaaS-Plattform. Sie werden Probleme lösen, Lösungen anbieten und eine hervorragende Kundenerfahrung sicherstellen. Diese Position erfordert eine proaktive Einstellung und die Fähigkeit, in einem dynamischen Umfeld zu arbeiten. Wenn Sie eine Leidenschaft für Kundenservice und Technologie haben, ist dies die ideale Gelegenheit, um Teil eines schnell wachsenden Teams zu werden.

Qualifikationen

• 1-2 Jahre Erfahrung im Kundenservice oder Helpdesk.
• Bachelor-Abschluss in Informatik, Wirtschaft oder verwandtem Bereich.

Aufgaben

• Beantwortung von Kundenanfragen via E-Mail, Chat oder Telefon.
• Fehlerbehebung und Eskalation komplexer Probleme an die entsprechenden Teams.

Kenntnisse

Kommunikation

Problemlösung

Technische Eignung

Teamarbeit

Kundenorientierung

Ausbildung

Bachelor in Informatik oder verwandtem Bereich

Tools

Zendesk

Jira

Salesforce

Jobbeschreibung

Social network you want to login/join with:

Client:

CENTRIC SOFTWARE INC

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

32bc80a7345e

Job Views:

2

Posted:

27.04.2025

Expiry Date:

11.06.2025

Job Description:

About The Role: We are seeking a Customer Support Representative to join our team and serve as the main point of contact for customers seeking assistance with our AI-based Planning & Pricing SaaS platform.

In this role, you will troubleshoot issues, provide solutions, and ensure an excellent customer experience. You will collaborate closely with technical teams to resolve complex problems while maintaining a customer-first approach.

About The Team: Centric is aggressively penetrating the fashion/sports, beauty, and home markets with solutions in Product Lifecycle Management, Market Intelligence & Trends, as well as Planning & Pricing.

The Centric Planning & Pricing Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based pre- & in-season planning & pricing solutions in the industry.

Our platform supports business-critical processes, such as assortment planning, allocation & replenishment, and price optimization, ensuring our customers maximize revenue and efficiency.

This team requires a sense of initiative and autonomy to handle daily situations.

Responsibilities:

1. Customer Support Operations: Respond to customer inquiries via email, chat, or calls in a timely and professional manner.
2. Provide accurate, step-by-step solutions to common problems, ensuring customers feel supported and informed.
3. Issue resolution: Troubleshoot software-related issues and escalate complex problems to the appropriate teams (e.g., professional service, customer success, product support, dev ops).
4. Monitor and follow up on escalated tickets to ensure timely resolution.
5. Knowledge sharing: Educate customers on product features, best practices, and workflows to maximize their experience.
6. Maintain and update the internal knowledge base and external help center documentation.
7. Customer experience: Act as a customer advocate, ensuring that feedback and recurring issues are communicated to the product and success teams.
8. Deliver exceptional service, aiming to exceed customer satisfaction goals.
9. Performance metrics: Meet or exceed KPIs such as number of tickets created, first response time, resolution time, and customer satisfaction (CSAT) scores.

What You Bring:

1. Experience & Education: 1-2 years in a customer support, service desk, or help desk role, preferably within a SaaS or tech environment.
2. Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience).
3. Skills: Excellent communication and problem-solving skills.
4. Technical aptitude and ability to learn new software quickly.
5. Knowledge of Cloud Solutions, Data Integration, Business Intelligence, Supply Chain.
6. Ability to work in teams and 100% remotely.
7. Familiarity with customer support tools (e.g., Zendesk, Jira, or Salesforce).
8. Attributes: Patient, empathetic, and customer-focused.
9. Strong organizational skills and attention to detail.