glassdoor.com sales-marketing customer support representative ii- german

Customer Support Representative II- German


The German Customer Support Representative II contributes to ecoATM Gazelle’s success by providing real time Phone, Email and Chat support to our customers and retailers using ecoATM kiosks. You will assist customers at the kiosks by performing troubleshooting through remote access and will respond to questions relating to product information, refund requests, return request, short payments, and machine locations. You will also be required to back up the Customer Support Representatives I by assisting with any Gazelle Trade In or Direct Store inquiries.

Our call center offers a small and fun environment where employee growth & development is encouraged. You are our Brand Ambassador - the voice of our products, seeking to understand customer challenges and empowered to deliver appropriate solutions.

THIS POSITION IS LOCATED AT OUR CORPORATE OFFICE IN SAN DIEGO, CA.

Key Responsibilities
    • Assist ecoATM customer with onsite issue using phone IVR system
    • Remote access Kiosks and perform basic troubleshooting
    • Follow specific troubleshooting instructions
    • Provide feedback and escalate unresolved issue to Technical Support
    • Document and track customer contacts in Salesforce
    • Process initial contact for return request or short payments
    • Provide best solution to satisfy customer inquiry/request by phone or email
    • Provide process improvement recommendations
    • Resolve problems by clarifying issues, researching, locating and providing information
    • Meet quality audit requirements and other key performance metrics such as attendance, customer satisfaction survey scores, availability
Education & Experience
    • High school diploma, GED or equivalent work experience is required
    • 6+ months customer service experience required
    • 6+ months prior experience in a call center environment is preferred
    • Familiarity with Windows OS required
    • Experience promoting benefits and features of products and/or services is a plus
Knowledge, Skills & Abilities
    • Verbal, written and reading fluency in English and German required
    • Ability to defuse escalated customer situations through problem solving, step by step diagnosis, and resolution of customer issues
    • Ability to multi-task and work in a fast paced, ever changing, high volume environment
    • Excellent listening skills and the ability to ask probing questions, understand concerns and resolve problems
    • Ability to follow step by step troubleshooting directions and document results
    • Excellent communication skills, including spelling and grammar
    • Basic computer literacy, including proficiency in web browsers (tabs, navigation, Chrome, Explorer) and MS Office products (Windows, Outlook, Excel filters & tabs)
    • Basic knowledge of iOS and Android systems preferred
    • Ability to sit/stand in a work station up to 3 hours between breaks
Scheduling Availability
  • Flexibility to support different shifts during 11:30pm-2:00pm, including weekends and holidays
Visa Sponsorship
  • No work sponsorship available for this position
Agency Referrals
  • This position is not accepting third-party recruiter or agency inquiries, principal only
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
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