Position: German Customer Support Specialist
Company: Helpware
Category: Support
Experience required: 1y
English level: upper

Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our Kyiv, Ukraine Team is growing and we're looking for experienced German Customer Support Representatives to join our Helpware team.

**Primary Responsibilities:**
- You will be responding to any queries and providing detailed information in different languages on the fulfillment of certification, traceability, and labeling requirements to our client’s customers via phone, chat, and email
- You will be managing requests for the use of labeling and trademark for certified products and promotional materials
- You will be actively working with different departments of our client, including Technology, Standards & Assurance, Markets, and Marketing, to deliver the best possible experience to companies
- You will be providing all the required inputs and feedback to our client on companies’ success processes in order to ensure continuous improvement for long-term growth
- You will be managing the escalation process (an integral part of the trademark approval process where policy exceptions need to be flagged and handled using an escalation route).
- You will be dealing with other interesting assignments and projects assigned by your manager

**Who we are looking for:**
- You are able to quickly adapt and implement the best practices to provide exceptional support
- You can easily optimize customer experiences through Customer Success Processes
- You have the passion to convey and grow the meaningful mission of the organization, as well as meet the goals of the team
- You have **C1 proficiency in German and B2 knowledge of English** to effectively support our client’s business partners as well as the global supply chain
- You have relationship-building and customer-orientation skills to deliver high customer satisfaction

**Qualifications:**
- Fluent in both written and spoken English/German.
- With at least 1 year of Customer Support Experience (experience with tickets and livechats).
- Proficient in using Zendesk, LiveChat, CRM and other customer support tools (Navigation and testing skills).
- Able to analyze and solve technical problems related to client products by investigating potential solutions using troubleshooting skills.
- With excellent problem-solving skills – understand the issues/concerns of the customers.
- With great documentation skills.
- Dedicated and committed to learn product knowledge and help the team by being pro-active.
- Able to learn new products and technologies.
- Able to work effectively in situations characterized by continual change.
- Excellent written communication and customer handling skills.
- Excellent listening and multitasking skills.
- Has good organizational skills and keen attention to detail.
- Able to work under pressure.
- Can adapt to inevitable changes around the workplace.
- Able to deal professionally with demanding customers.
- Can show empathy for customers / common sense.
- Adherence to daily/weekly/monthly KPI’s to achieve client satisfaction.
- Has working knowledge of PC architecture/technology, Web and mobile applications

**We offer:**
- Competitive compensation
- Possibility work remotely
- English classes with the native speaker
- Schedule: 9:00 am- 6:00 pm or 10:00 am - 7:00 pm (Mon-Fri).
- Corporate training and parties

Family environment with an extremely friendly team and unlimited support
If you feel like we are a Company that you are looking for and would like to join our Team, please, send your CV in English

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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