Customer Experience Specialist - German Speaking

About You

Are you a detail-oriented person with a passion for delivering excellent customer service? Do you enjoy problem-solving and working in a fast-paced environment? Do you possess strong communication skills and the ability to work collaboratively? Then Waldom Electronics has an opportunity for you!

About the Role

You will be joining our Customer Experience Team, based in Amsterdam. As a Customer Experience Specialist, you will play a vital role in ensuring exceptional customer satisfaction and loyalty by delivering outstanding support and service experiences.

You will be responsible for managing customer interactions, addressing inquiries and concerns, and going the extra mile to exceed their expectations. This role requires strong communication skills, a customer-centric mindset, and the ability to effectively resolve issues to ensure a positive customer journey. As a Customer Experience Specialist, you will report to our Customer Experience Team Lead.

What You’ll Do

• Gather customer feedback to propose solutions and improvements, aiming to make each stage of the customer journey seamless and enjoyable.
• Implement changes and innovations across all customer interaction points, enhancing the overall experience and satisfaction.
• Provide training on website features and digital tools to help customers navigate our services more effectively.
• Address and resolve customer issues efficiently, providing a prompt and effective resolution that ensures satisfaction.
• Identify recurring issues and collaborate with teams to develop solutions that enhance service quality and prevent future issues.
• Follow up on issue resolutions to ensure customers are fully satisfied, maintaining our commitment to exceptional service.
• Oversee the accuracy and timely shipment of orders, making sure customer requests are met every time.
• Inform customers proactively of any delays, keeping them updated to minimize inconvenience.
• Maintain and update the backlog dashboard, tracking performance metrics to ensure continuous improvement in customer satisfaction.

What You’ll Need

• Bachelor's degree in a relevant field
• Proven 1-2 years of experience in a customer service or customer support role.
• Proficient in English and German; written and verbal communication.
• Proficiency in using customer support software, CRM systems, ticket systems, and other relevant tools.
• Familiarity with industry-standard customer service metrics and KPIs.

• Exceptional verbal and written communication skills in English.
• Strong problem-solving and critical-thinking abilities.
• Empathetic and customer-oriented mindset with a passion for delivering exceptional service.
• Ability to remain calm, flexible, and composed in challenging and changing situations.
• Excellent time management and organizational skills.

Here's just a few things Waldom has to offer you:

• The opportunity to work in a young, dynamic, and international team; with over 20 nationalities!
• Competitive salary plus 8% holiday allowance.
• A chance to take Ownership with a choice of 3 flexible working schedules.
• A remote working policy that allows you to work from your home country for up to 6 weeks of the year!
• Enough time to have fun with 30 days paid time off!
• A plan for the future with our Pension Scheme.