Senior Customer Advocate, English, German

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Engage with customers through email and chat to deliver and process accurate, valid, and complete information.

• Prioritize, categorize, and resolve emails and chats in Gladly within the service level agreement (SLA).

• Utilize approved macros while personalizing responses to align with Grün’s tone of voice.

• Manage returns and exchanges effectively.

• Handle subscription modifications in Skio, including resolving address and payment issues.

• Accurately track shipping challenges and provide proactive updates.

• Report product quality issues or adverse events, creating tasks with accompanying photos and details.

• Keep thorough notes and document resolutions in Gladly to ensure any agent can seamlessly continue the conversation.

• Collaborate with both internal and external teams to meet customer needs and professionally resolve complaints.

⛳️ Requirements

• A minimum of a bachelor's degree in any discipline.

• 3 years of experience in customer service (email, phone, or chat support).

• Prior experience in supporting SaaS products.

• Over 2 years of experience assisting US ecommerce customers.

• Excellent written skills in English and German; must be clear, concise, and friendly.

• Proficient in navigating multiple tabs and tools within systems.

• A reliable home office setup with backup power and internet connectivity.

• Ability to quickly learn and adapt to new technology, systems, and applications.

• Intermediate knowledge of common Customer Experience best practices.

• Strong customer focus and the ability to adapt to various personality types.

• Analytical and critical thinking skills with a keen eye for detail.

• A genuine passion for ensuring client satisfaction.

🏝️ Benefits

• Additional language premium on top of the base compensation.

• Reliable home office with backup power and internet.