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Customer Support Representative — English and French or German
Location: Romania, Bucharest
About the Role
We are looking to expand our Customer Support team in Bucharest. If you are a natural-born problem solver and prefer a flexible schedule (5 days/week - Monday to Sunday), at CyberGhost - a Kape company we have a seat with your name on it.
Our customer representatives play a crucial part as a bridge between customers and the company's success. Collaborating closely with the product operations, product, and marketing teams, they aim to deliver an exceptional customer support experience. By actively assisting customers and promptly resolving any product-related issues, they not only ensure customer satisfaction but also contribute to enhancing the brand's image and visibility in the market.
Additionally, they play a significant role in building comprehensive documentation and support guides, which aid both customers and internal teams in navigating the product effectively. Through their multifaceted efforts, the customer representative role is instrumental in fostering enduring customer relationships and driving the company's growth.
As a customer support leader, not only will you tick all the boxes above, but you will bring a human touch to our digital product by providing friendly and reassuring, yet professional and knowledgeable, best-in-class support.
Role Responsibilities
- Responding to customer inquiries via chat, email, and social media channels in both English and French or German languages, in a professional and efficient manner.
- Diagnosing technical issues and providing appropriate solutions to customers.
- Identifying and escalating emerging trends to the relevant team.
- Ensuring accurate documentation and efficient issue handling in a ticketing system, closely following standard processes and procedures.
- Participating in team meetings and training sessions.
- Interacting with our tech-savvy customers through live chat and email.
- Answering presale queries with confidence and effectively selling the benefits of our product.
- Troubleshooting technical issues, finding and communicating easy-to-follow solutions.
- Understanding the concerns of customers considering cancelation and using your training and skills to retain them.
Role Requirements
To be successful in this role, you should:
- Have a strong written and verbal communication skills in both English and French or German.
- Be proficient in general troubleshooting and customer problem-solving.
- Be customer-oriented with strong soft skills.
- Have a good understanding of technical support or customer service processes.
- Have the ability to work well with others and be a true team player.
- Be committed to continual learning and on-the-job learning.
- Thrive in a fast-paced, technically savvy, and ever-evolving workplace.
Nice skills to have, but not required
- Previous experience working in a Customer Support or Technical Support role.
- You are tech savvy individual with good understanding of general troubleshooting.
7 Best things about this role:
- Working in a fast-growing company environment, providing immense personal growth potential and exposure to new and challenging projects.
- Becoming a valued member of an awesome, fun, and high-performance team that prioritizes work-life balance.
- Access to constant training, both in using various tools and acquiring new knowledge.
- Support and guidance in adapting to the privacy and security industry, helping you make the most of your skills and expertise.
- Enjoying a fun, flexible, and relaxed work environment that fosters creativity and collaboration.
- An attractive salary package along with flexible benefits on top of your salary.
- Convenient central office location for easy commuting.
