Employee Customer Service Remote (m/f/x)

Benefits

• Work-life balance - enjoy freedom through 100% remote work, as well as 30 days of vacation and additionally time off on your birthday, Christmas and New Year's Eve
  
• Onboarding - detailed induction including employee handbook for all topics and training, laptop and equipment for home office provided
  
• Your development is the focus - knowledge transfer and regular feedback meetings
  
• Remuneration - attractive remuneration and comprehensive social benefits
  
• Togetherness - 2x annual team event for the European team (preferably in person) and close virtual collaboration with colleagues in Europe and Australia; friendly, uncomplicated corporate culture based on the Australian model

Tasks

• Responsibility for providing efficient, friendly and professional support throughout the invoicing, order processing, installation and post sales support process
  
• Ensuring the effective and prompt handling of concerns
  
• Managing the delivery and installation of saunas, spare parts, panels and other products
  
• Recording and explaining all relevant customer service metrics with a focus on continuous service improvement
  
• Coordination, timely identification and resolution of operational issues and risks for the Fulfilment & Customer Care team to the GSCM
  
• Provide continuous feedback to support operational efficiency by identifying bottlenecks and process improvements, reporting to management in a timely manner and ensuring exceptional customer service

Qualification

• Several years of professional experience in customer service or logistics
  
• Experience in customer service
  
• Knowledge of Google Suite (Gmail, Google Sheets, Google Docs, Google Drive)
  
• Know-how in the systems CIN7, Zendesk, Shopify, Keap, Xero, Slack, Stripe, Asana or other ticket systems for customer support
  
• Very good German language skills (native level) for customer support and English language skills for internal communication with the Australian headquarters
  
• Willingness to work on Saturdays (about 1-2x per month in coordination with the team) as well as coverage of daily working hours by the team from 9am-5pm