Account Service Expert
5 months ago
- Supports customers through telephony, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the client’s Agreement Cloud to provide customer resolution and proactive customer recommendations
- Responsible for resolving customer issues including complex account, subscription and billing scenarios supporting subscription management
- Meet and exceed the client’s Customer Support service level goals and KPIs
- Partner with internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
- Provide critical feedback related to improvements of the product and tools to impact customer experience
- Promote the client’s products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs
- College degree or relevant work experience
- 1+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks
- Professional level of German and English
- Effective communication skills - ability to communicate in written & verbal forms, with audiences that include customers, peers, and occasional executive leadership
- Ability to review, understand, and resolve complex issues
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- Ability to communicate a complex or technical issue in a clear & concise manner
- High level of attention to detail and ability to pivot in uncertain situations
- Experience with or basic understanding of SaaS
- Chance to be part of a rapidly expanding organization
- Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
- Multilingual environment, native colleagues
- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
- Flexible working hours with home office possibility
- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
- Reimbursable language courses
- Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
- High value awards and recognitions, annual bonus for top performers, and annual salary review
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