Customer Support Specialist German Speaking

Cision; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global PR and marketing leader is seeking a Customer Support Specialist to enhance customer experience through timely and thorough support. Applicants should possess excellent German and English skills and a passion for customer service. Key responsibilities include resolving customer inquiries, collaborating with teams, and improving customer satisfaction. The position offers remote working options within England and a variety of employee benefits including a health cash plan and generous holiday allowance.

Benefits

25 days holiday and 4 wellness days

Health cash plan

Gym membership contribution

Employee discounts

Dental insurance

Employee assistance plan

Maternity/parental leave policy

Qualifications

• Driven self-starter enthusiastic with an ownership mentality.
• Adaptable and able to thrive in a fast-paced environment.
• Strong work ethic with a positive mindset.

Responsibilities

• Answer customer support requests via telephone, email or chat.
• Listen to customers queries and manage resolutions.
• Collaborate with Customer Success Managers and other customer-facing personnel.

Skills

Excellent German and English language skills

Highly customer focused

Proven experience in a customer-interacting role

Advanced listening and verbal communication skills

Influencing and negotiation skills

Team player

Education

Undergraduate degree

Tools

JIRA

MS Office Suite

Job description

At Cision we believe in empowering every individual to make an impact. Here your voice is heard your ideas are valued and your unique perspective fuels our collective success. As part of our global team youll thrive in an environment that champions curiosity collaboration and innovation all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations your growth is our success and together well create the conversations of tomorrow.

Empower your impact at Cision. Be seen be understood be you.

Do you want to join a motivated and caring support team That always wants to exceed in the high-quality customer service we provide to our customers and in the way we evolve and thrive in our roles. As a Customer Support Specialist you develop a culture of Customer Excellence through timelyand thorough handling of customer problems and issues while answering product and service questions. We build relationships and trust by assisting guiding and supporting our clients in our platforms and in the different CSS works with our customers on all levels to remove blockers and to adapt our software to ensure that they can achieve their business goals.

Key Responsibilities and Expectations :

• Answers customer support requests via telephone email or chat promptly to enhance the customer experience.
• Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs
• Quickly learns the functions of the support tools and systems to log in and resolve customers requests.
• Resolves platform or service problems by clarifying the customers complaintdeterminingthe root cause of the problemselectingand explaining the best solution to solve the problemexpeditingcorrection or adjustment.
• Works with Customer Experience managementto maintain best practices for efficient help and communication with customers.
• Address customer questions about new products or services.
• Collaborates with Customer Success Managers Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence
• Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.
• Cross functional collaboration with internal and external partners and stakeholders e.g the sales department finance other CX departments etc
• Performs other duties as required.

What are we looking for :

• Excellent German and English language skills written and verbal.
• Highly customer focused; shows a real passion for the customer experience and customer support industry
• Driven self-starter enthusiastic and with an ownershipmentality
• Adaptable and ability to thrive in a fast-paced ever-evolving environment
• Able to handle stressed and pressured situations
• Proven experienceina customer-interactingrole
• Ability to collaborate with internal and external partners whilst co-ordinating key customer deliverables ensuring world class customer experience
• Advanced listening and verbal communication skills to understand customers needs and ability to respond clearly and concisely both verbally and written
• Enthusiast; strong work ethic with a positive mindset and can-do attitude
• Influencing and negotiation skills
• Team player that appreciates working together for a common goal
• Experiencewith JIRA / JSM / Chat casehandling system is beneficial
• Working knowledge of MS Office Suite including Word Excel PowerPoint is required
• Undergraduate degreeis preferred

What we offer :

• Holiday - 25 days holiday and 4 Wellness day per year bank holidays ability to carry 5 days over each year to encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 45 or 6 add family members at employees expense); Group life assurance - employer paid
• Sports benefit - gym / sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employees cost option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity / parental leave policy & Sabbatical leave polic

Option to work fully remotely within England.

As a global leader in PR marketing and social media management technology and intelligence Cision helps brands and organizations to identify connect and engage with customers and stakeholders to drive business Newswire a network of over 1.1 billion influencers in-depth monitoring analytics and media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas EMEA and APAC. For more information about Cisions award-winning solutions including its next-gen Cision Communications Cloud follow @Cision on Twitter.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity equity and inclusion is vital to driving our culture sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .

Cision is proud to be an equal opportunity employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity or expression sexual orientation national origin genetics disability age veteran status or other protected statuses.

Cision is committed to the full inclusion of all qualified keeping with our commitment Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and / or to receive all other benefits and privileges of employment please contact

Please review our Global Candidate Data Privacy Statement to learn about Cisions commitment to protecting personal data collected during the hiring process.