Customer Service Representative

<p>At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products. </p><p>We are a fast-growing SaaS startup, and we're looking for a Customer Service Representative to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.</p><p>The Customer Service position is remote and starts ASAP in Berlin.<br/></p><h3>Key Responsibilities</h3><ul> <li>Responding to customer inquiries via phone, email, and chat, providing prompt, reliable, and high-quality assistance.</li> <li>Troubleshooting technical issues and helping customers navigate our software.</li> <li>Continually learning about our product to provide accurate information to customers.</li> <li>Using feedback from customer interactions to suggest ways to improve our product and customer experience.</li> <li>Manage Level 1 requests, create and follow up Level 2 and Level 3 issues for the dev team</li> <li>Take ownership of customer issues and follow problems through to resolution</li> <li>Create and update knowledge articles and videos to ease customers’ journey into the product.</li> <li>Documenting all customer interactions and details of inquiries, comments, complaints, and actions taken in our CRM system.</li> <li>Identifying and escalating priority issues to the Customer Service Manager or appropriate internal team.</li> </ul><p><strong>Requirements</strong></p><h3>Mandatory requirements</h3><ul> <li>Excellent command of <strong>German</strong> and <strong>English</strong>. <strong>French</strong> and/or <strong>Italian</strong> would be a plus</li> <li> <strong>Tech-savvy</strong> and experience in customer service for a<strong> B2B SaaS</strong>.</li> </ul><h3>Requirements</h3><ul> <li>Excellent communication and interpersonal skills.</li> <li>A strong understanding of the SaaS business model, with a willingness to continually learn about our specific product.</li> <li>Basic technical troubleshooting skills.</li> <li>Ability to handle customer complaints and difficult situations with patience and professionalism.</li> <li>Proficiency with CRM software and ticketing systems.</li> <li>Strong problem-solving skills and the ability to multitask, prioritize, and manage time effectively.</li> </ul><p><strong>Benefits</strong></p><ul> <li>Through this position, you will have the opportunity to grow in a <strong>fast-growing scale-up</strong> </li> <li>Flexible work hours and the option to work remotely.</li> <li>You will work in a highly performance-driven environment.</li> <li>A vibrant and inclusive work environment where your voice matters.</li> <li>Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.</li> </ul><p><br/></p><p>If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.</p>