The Role
Provide German and English customer support across chat, email, and phone. Resolve order, fulfillment, pricing, and quality issues; liaise with shipping partners; adjudicate disputes per policy; escalate complex issues; use internal tools and CRM to meet performance and compliance standards.
Summary Generated by Built In
Job Overview
We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in English and German to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.
Key Responsibilities- Customer Support: Provide exceptional customer service in German and English, assisting with orders, account setup, and general inquiries.
- Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues.
- Communication: Interface with external shipping partners regarding tracking and customs clearance.
- Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
- Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
- Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.
- Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.
- Compliance: Adhere strictly to established policies and procedures.
- Language Proficiency: Fluent or proficient in German, with proficiency in English.
- Communication Skills: Excellent verbal and written communication abilities across multiple channels.
- Customer Service Experience: Previous experience in a customer-facing role is preferred.
- Technical Skills: Comfortable using CRM systems and other customer service software.
- Problem-Solving Abilities: Strong analytical skills with the ability to handle complex issues.
- Adaptability: Ability to work flexible hours to accommodate customers' local business hours.
- Team Player: Collaborative mindset with the ability to work effectively in a team-oriented environment.
- Education: High school diploma or equivalent.
On-site role in Bogota.
Skills Required
- Fluent or proficient in German
- Proficient in English
- Excellent verbal and written communication across multiple channels
- Comfortable using CRM systems and other customer service software
- Ability to resolve order fulfillment, product, pricing, and quality issues
- Ability to interface with external shipping partners regarding tracking and customs
- Problem-solving and analytical skills to handle complex issues
- Ability to work flexible hours to accommodate customer local business hours
- Collaborative team player
- High school diploma or equivalent
- Previous customer-facing experience
- Adhere to established policies and procedures and achieve performance targets (e.g., ≥92% customer satisfaction)
- On-site work in Bogotá
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The Company
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
