Job Description

Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)

Business Hours: TBD (This role requires flexibility to accommodate business hours across both US and European time zones. A willingness to adapt and grow within the position is crucial for success.)

Rate: $1,300 - $1,800 USD monthly / $15,600 - $21,600 USD annually (Salary is negotiable based on experience and location)

Availability to Start: Immediately

Client's Profile

This rapidly growing NYC-based Consulting firm is run by an incredible Customer Experience Advisor and Startup Strategist who has worked with 50+ brands and Fortune 100 companies. They define their clients' ideal customer experience by working closely with key internal stakeholders.

What You'll Do

As a Bilingual Customer Service Representative, you will deliver exceptional customer experiences across email, SMS, chat, and phone channels in German and English. You are the first point of contact for customers, responding to inquiries with professionalism, empathy, and a helpful demeanor. Your responsibilities include managing customer communications, resolving concerns, and providing accurate information about billing, orders, and shipping. You will precisely handle order processing, returns, and warranty claims and ensure data accuracy in CRM systems like Shopify. By collecting customer feedback, you will actively contribute to process improvements and enhance service delivery. With at least three years of experience in customer support, strong e-commerce knowledge, and fluency in helpdesk tools, you will balance tasks efficiently while maintaining a detail-oriented approach, embodying the company's values in every interaction. Your responsibilities will include:

• Customer Communication & Support
  
  • Respond to customer inquiries across email, SMS, chat, and phone channels, maintaining professionalism and patience.
  • Organize and prioritize incoming customer communications, ensuring timely and accurate responses.
  • Address and resolve customer concerns effectively. 
  • Provide clear and professional responses to billing inquiries, order status updates, and shipping information.
  • Accurately process and manage orders across various channels, ensuring all details are captured and documented for seamless fulfillment.
  • Handle product returns, exchanges, and warranty claims efficiently while adhering to company policies.
  • Assist customers with order edits or cancellations, maintaining accuracy and compliance with company procedures.
  • Develop and maintain comprehensive knowledge of the company's products,
    services, and policies to provide accurate information.

• Customer Experience Management
  
  • Ensure every customer interaction is positive, empathetic, and aligned with the company's values.
  • Provide a seamless and enjoyable experience throughout the customer lifecycle, from inquiry to post-purchase.
  • Collect and analyze customer feedback, sharing insights with the team to drive continuous improvement.

• CRM Management & Data Entry
  
  • Maintain and update customer records in Shopify, ensuring accuracy. 
  • Oversee Shopify data management tasks, including order tracking and inventory updates.
  • Generate basic reports on customer inquiries, orders, and feedback to identify trends and opportunities.
  • Assist in organizing and maintaining digital records for customer transactions and communications.

• Process Improvement & Feedback
  • Identify areas for improvement in customer service workflows and collaborate with leadership to optimize service delivery processes and enhance the customer journey.

What You Should Have

• At least three years of experience in Customer Service, Client Support, or similar fields.
• At least one year of experience working remotely.
• Fluency in German and English, with the ability to provide exceptional support across both languages.
• Proficiency in Shopify or similar e-commerce platforms.
• Experience with helpdesk tools such as Gladly, Zendesk, Gorgias, or Kustomer, demonstrating adaptability to similar platforms.
• Experience in the e-commerce industry, with a solid understanding of online sales and customer management processes.
• A patient, professional demeanor coupled with an approachable personality.
• Strong desire to learn and take on new responsibilities.
• Detail-oriented mindset, ensuring accuracy and thoroughness in all tasks.

• Technology Specifications: 
  • Minimum 80 Mbps Internet Speed
  • Windows 11 or macOS 15 Sequoia 
  • Minimum intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
  • Webcam and Headset
  • Designated Office Space in your home

Who You Are

We are hoping you are someone who:

• Thrives in a team environment, contributing ideas and supporting others.
• Quickly identifies customer needs and provides effective solutions.
• Consistently prioritizes the customer experience with a considerate approach.
• Balances multiple responsibilities with a structured, detail-oriented approach.
• Infuses the workplace with energy, enthusiasm, and a vibrant attitude.