Senior Customer Advocate, English, German

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

📋 Description

• Engage with customers to deliver and process accurate, valid, and complete information while demonstrating the highest level of empathy, courtesy, and professionalism.

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

• Utilize approved macros while personalizing communication to align with Grüns' voice.

• Manage returns and exchanges efficiently.

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

• Accurately monitor shipping issues and provide timely updates proactively.

• Identify product quality concerns or adverse events by opening tasks with relevant photos and details.

• Maintain clear documentation so any agent can continue the conversation—document all resolutions in Gladly.

⛳️ Requirements

• A minimum of a bachelor’s degree in a field you are passionate about!

• 3 years of experience in customer service, whether through email, phone, or chat support.

• Prior experience in supporting Software as a Service (SaaS) products.

• Over 2 years of experience assisting US ecommerce customers.

• Proficient written communication in both English and German—clear, concise, and friendly.

• Familiarity with multiple systems and tools across various tabs.

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

• Ability to quickly learn and navigate new technologies, systems, and applications.

• Intermediate understanding of best practices in Customer Experience.

• Strong customer orientation with the ability to adapt and respond to different personality types.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work opportunities.

• Ongoing professional development and training programs.

• A supportive and collaborative team environment.