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 comprehensive information with empathy, courtesy, and professionalism.

• Manage, categorize, and resolve emails and chats in Gladly while adhering to SLA.

• Utilize approved macros and customize responses to align with Grüns' voice.

• Facilitate returns and exchanges.

• Manage subscription modifications in Skio; correct addresses and payment-related issues.

• Accurately track shipping problems, providing proactive updates.

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

• Maintain clear documentation so any agent can seamlessly pick up the conversation and record resolutions in Gladly.

• Collaborate with internal and external teams to meet customer needs and deliver timely, professional service.

⛳️ Requirements

• A minimum of a bachelor’s degree in a field that inspires you.

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

• Prior experience in supporting SaaS products.

• Over 2 years of experience assisting US e-commerce customers.

• Proficient written skills in English and German; clear, concise, and friendly communication.

• Familiarity with multiple tabs and tools in a system.

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

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

• Intermediate knowledge of common Customer Experience best practices.

• Strong customer orientation with the ability to adapt and respond to various character types.

• Analytical and critical thinking skills with a keen attention to detail.

• A passion for ensuring client satisfaction.

🏝️ Benefits

• Language premium in addition to the base compensation.