Customer Care Specialist (Customer Support)

TL;DR

Customer Care Specialist (Customer Support): Handling daily user requests across multiple channels with an accent on high-quality relationship management and process optimization. Focus on solving recurring customer issues and collaborating with internal teams to report bugs and friction points.

Location: Fully remote, but must be based in Germany

Company

European leader in digital access to information, providing a comprehensive subscription service for thousands of high-quality publications.

What you will do

• Handle customer requests via email, phone, and social media.
• Ensure high-quality customer relationship follow-up in accordance with KPIs.
• Contribute to the optimization of internal tools and support processes.
• Proactively report bugs and friction points encountered by customers to internal teams.
• Suggest continuous improvements to the customer service experience.

Requirements

• Previous experience in a similar customer care role.
• Proficiency in both English and German (reading, writing, and speaking).
• Excellent verbal communication and flawless written spelling.
• Strong analytical and summarizing skills.
• Ability to work autonomously in a digital environment.
• Must be based in Germany.

Culture & Benefits

• Entrepreneurial and action-driven work environment.
• Passion for product and user experience (Digital Crafters).
• Culture of curiosity and a commitment to inclusivity and diversity.
• Flexible full-remote work arrangement within Germany.
• Supportive team spirit and a problem-solving mindset.

Hiring process

• HR Interview with a Talent Acquisition Manager (45 minutes).
• Technical interview with the Customer Care team.
• Final interview with the CPSO.