Customer Support Specialist

4 weeks ago

London Ontario KZ, Middlesex, Canada Cision Ltd. Full time
Customer Support Specialist - GERMAN speaking -

London, UK Customer Experience Regular remote

As a Customer Support Specialist (CSS), your primary responsibility will be to cultivate a culture of Customer Excellence by promptly and comprehensively addressing customer problems, concerns, and inquiries. This includes providing assistance with product and service inquiries, as well as offering information about additional products or services when relevant.

The ideal candidate for this position possesses the following qualities:
  • Demonstrates a strong focus on customers, exhibiting genuine enthusiasm for the customer experience and the customer support industry.
  • Self-motivated and proactive, displaying enthusiasm and a sense of ownership towards tasks and responsibilities.
  • Adaptable to changing environments and thrives in a dynamic, fast-paced setting.
  • Exhibits proven experience in roles involving direct customer interaction.
  • Capable of collaborating effectively with internal teams to coordinate essential customer deliverables, thereby ensuring a world-class customer experience.
  • Possesses advanced listening and verbal communication skills, enabling a clear understanding of customer needs and the ability to respond effectively both orally and in writing.
  • Demonstrates enthusiasm, a strong work ethic, and a positive mindset, embracing challenges with a can-do attitude.
  • Possesses strong influencing and negotiation skills.
  • Excellent proficiency in written and verbal English and German
Key responsibilities and expectations:
  • Customer Excellence: Cultivate a culture of exceptional customer service by promptly addressing customer inquiries, issues, and concerns.
  • Problem Resolution: Demonstrate proficiency in resolving customer problems and issues in a timely and effective manner.
  • Product and Service Knowledge: Develop a deep understanding of the products and services offered, and effectively communicate information to customers.
  • Adoption Facilitation: Work closely with customers to identify and eliminate barriers hindering the adoption of our software, ensuring customers can achieve their business goals.
  • Collaboration: Collaborate with internal teams to coordinate and deliver key customer initiatives, ensuring a seamless and positive customer experience.
  • Communication: Utilize advanced listening and verbal communication skills to understand customer needs and provide clear, concise responses both verbally and in writing.
  • Initiative and Ownership: Take ownership of customer inquiries and concerns, demonstrating a proactive and self-driven approach to problem-solving.
  • Continuous Improvement: Continuously seek opportunities to enhance the customer support process and contribute to the improvement of overall customer satisfaction.
  • Documentation: Maintain accurate records of customer interactions and resolutions in the appropriate systems.
  • Professionalism: Uphold professional standards and represent the company positively in all customer interactions.
What you will get:
  • Career progression opportunities
  • Dental and healthcare plan
  • Employee Assistance Programme (EAP)
  • Learning Portal

If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you

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