About the Role
The role ensures a high standard of customer service by resolving concerns efficiently, maintaining accurate records, and supporting smooth communication between customers and internal teams. Responsible for providing timely, professional, and customer-focused support by managing consumer inquiries, complaints, feedback, and service requests.
Role Description and Core Responsibilities
- Process and manage all types of consumer inquiries, including feedback, product suggestions, complaints, concerns, and general requests through ticketing software (Zendesk or similar platforms).
- Handle customer service cases from initial contact through resolution while ensuring timely responses and customer satisfaction.
- Maintain accurate documentation of customer interactions, resolutions, and case updates.
- Collaborate with internal departments to ensure customer concerns are resolved efficiently and effectively.
- Review, categorize, and monitor customer feedback trends to identify recurring issues and opportunities for improvement.
- Provide professional and friendly customer support via telephone, email, and digital communication channels.
- Coordinate customer request mailings and follow-up communications.
- Process quality-related notifications, customer orders, returns, and spare parts requests using internal systems such as SAP or other order management platforms.
Professional Knowledge and Experience
- Excellent written and verbal communication skills in English and German (C1 level or equivalent).
- Degree, diploma, or professional training in business administration, customer service, communication, or a related field.
- Experience working with ticketing systems (Zendesk preferred) and customer relationship management tools.
- Familiarity with order management systems such as SAP is an advantage.
- Ability to understand and respond to family needs, customer expectations, and child-focused product concerns.
- Adaptable, reliable, and committed to delivering exceptional customer experiences
- Strong results-oriented mindset with excellent problem-solving abilities.
- Customer-focused approach with empathy and patience when handling sensitive concerns.
- Highly organized with a structured and detail-oriented approach to work. Skills and Competencies
- Strong proficiency in MS Office applications, including Outlook, Excel, Word, and PowerPoint.
- Minimum of 1 year of experience in customer service, consumer support, or a similar role.
- Strong teamwork skills with clear, proactive, and professional communication.
- Ability to manage multiple priorities while maintaining accuracy and service quality.
- Positive, solution-driven communication style with customers and internal stakeholders.
Wage
Schedule
- Agent 1 - 9pm - 6am , Sunday to Thursday PST
- Agent 2 - 10pm -7am ; Monday to Friday PST