Mitarbeiter Kundendienst (m/w/d)
GARANTIEMAX GmbH · United States
- Hybrid
- Full-time
- €45,000 / year
- United States
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Job highlights
- Provide technical software support to customers.
- Resolve customer issues via phone and ticketing system.
- Educate customers for effective product use.
- Onboard new customers successfully.
- Enhance service landscape and automate processes.
About the role
Customer Service Representative
As a Customer Service Representative at GARANTIEMAX GmbH, you will be responsible for providing technical support and guidance to our customers regarding the use of our software. You will be a key point of contact for customer inquiries and issues, ensuring their satisfaction and successful adoption of our products.
Your Responsibilities
- Act as a technical advisor for customers on software usage.
- Communicate with customers via phone or ticketing system to resolve technical problems.
- Develop solutions to educate customers on effective product utilization.
- Ensure successful new customer onboarding, from implementation to training.
- Relay customer needs and feedback to the product team.
- Contribute to the enhancement of the service landscape (e.g., ticketing system, knowledge base, FAQs).
- Optimize and automate customer service processes using tools like Zendesk, JIRA, Confluence, and Productboard.
- Qualify existing customers for upselling opportunities and introduce new products/features.
Your Profile
- A strong drive to build something special with us, demonstrated through a hands-on mentality.
- Successfully completed a commercial apprenticeship (kaufmännische Ausbildung).
- Several years of experience in customer service or online marketing, ideally in a CRM or service-oriented environment.
- Good technical understanding, e.g., working with CRM systems, dashboards, and reports is desirable.
- Exceptional customer focus, enthusiasm, and creativity in generating ideas.
- Excellent communication skills and a solution-oriented, proactive work approach.
- Very good MS Office skills (PowerPoint, Excel, Word).
- Experience with ZOHO is desirable.
Why Join Us?
- Startup atmosphere.
- Full-time / Part-time employment.
- Permanent employment contract.
- Flexible working hours.
- Company pension plan & employee savings plans (VWL).
- 30 days of vacation.
- Professional development opportunities.
- Attractive compensation.
- Ergonomic, modern workstations and equipment.
- Independent work in an innovative environment.
- Great colleagues and a fantastic team with company events.
About Us
We are GARANTIEMAX GmbH! Founded in 2020 as a startup from the Signal Iduna Group, we operate as an independent underwriter. GARANTIEMAX offers innovative solutions in the field of embedded insurance products. With our B2B2C and B2C products, we are setting new standards in digital extended warranty solutions. Through our app and various digital add-on products, we have created a product that prioritizes the customer and user-friendliness. Simple. Digital. Fast. That's what we stand for and we're looking for you! If you want to be part of a growing team dedicated to pushing boundaries, we look forward to your application!
Key skills/competency
- Customer Service
- Technical Support
- Software Guidance
- Problem Solving
- Customer Onboarding
- CRM Systems
- Upselling
- Communication Skills
- Process Optimization
- MS Office
Skills & topics
- Customer Service Representative
- Technical Support
- Software Support
- CRM
- Ticketing System
- Customer Onboarding
- Problem Solving
- Communication
- Customer Service
- Online Marketing
- Zendesk
- JIRA
- Confluence
- Productboard
- MS Office
- ZOHO
- Startup
- Embedded Insurance
- B2B2C
- B2C
- Digital Products
- Customer Focus
How to get hired
- Tailor your resume: Highlight your customer service and technical support experience, emphasizing CRM and software proficiency.
- Showcase your skills: Quantify your achievements in customer satisfaction, problem resolution, and process improvement.
- Prepare for technical questions: Be ready to discuss your experience with CRM systems, ticketing tools, and MS Office.
- Demonstrate your fit: Emphasize your hands-on mentality, customer focus, and proactive, solution-oriented approach in your application and interviews.
- Research GARANTIEMAX GmbH: Understand their innovative embedded insurance solutions and startup culture to align your responses.
Technical preparation
Practice using CRM systems like ZOHO.,Familiarize with ticketing systems (Zendesk).,Review common software troubleshooting steps.,Prepare to discuss dashboards and reports.
Behavioral questions
Describe a time you solved a complex customer issue.,How do you handle customer frustration or anger?,Tell me about your hands-on approach to tasks.,How do you prioritize customer needs and feedback?
Frequently asked questions
- What are the key responsibilities for a Customer Service Representative at GARANTIEMAX GmbH?
- As a Customer Service Representative at GARANTIEMAX GmbH, you will provide technical guidance on software usage, resolve customer issues via phone and ticketing systems, onboard new clients, and contribute to service landscape improvements. You'll also identify upselling opportunities and relay customer feedback to the product team.
- What qualifications are needed to become a Customer Service Representative at GARANTIEMAX GmbH?
- GARANTIEMAX GmbH is looking for candidates with a completed commercial apprenticeship, several years of experience in customer service or online marketing, and good technical understanding. Strong customer orientation, excellent communication skills, a proactive approach, and proficiency in MS Office are essential. Experience with ZOHO is a plus.
- What kind of work environment can I expect at GARANTIEMAX GmbH?
- You can expect a dynamic startup atmosphere at GARANTIEMAX GmbH, with opportunities for independent work in an innovative environment. The company offers flexible working hours, modern equipment, a collaborative team, and opportunities for professional development.
- How does GARANTIEMAX GmbH use technology in their customer service?
- GARANTIEMAX GmbH utilizes various tools to optimize customer service, including ticketing systems (like Zendesk), knowledge base management, and process automation. They also use JIRA, Confluence, and Productboard for collaboration and product feedback, aiming for efficient and effective customer support.
- What are the benefits of working as a Customer Service Representative at GARANTIEMAX GmbH?
- Benefits include a startup atmosphere, permanent contract, flexible working hours, 30 days of vacation, company pension plan, and opportunities for further education. You'll work with a great team in a modern, ergonomic environment with attractive compensation.
- How important is technical understanding for this Customer Service Representative role?
- A good technical understanding is desirable for the Customer Service Representative role at GARANTIEMAX GmbH, particularly in managing CRM systems, dashboards, and reports. While not strictly required, it will significantly help in providing effective technical advice and support to customers regarding the software.
- Does GARANTIEMAX GmbH offer opportunities for career growth?
- Yes, GARANTIEMAX GmbH emphasizes professional development and offers opportunities for Weiterbildung (further education). As a growing startup, there are also potential avenues for advancement within the company as they expand their services and team.