Heida GmbH

Customer Service Representative

Full-time job – Düsseldorf Germany

Remote-friendly

Job Description

We are looking for a language savvy French native Customer Service Representative to join our team.

What we are doing

At Heida we are helping various e-commerce companies to develop their brand through outstanding customer service. Our goal is to provide the ideal customer experience balancing technology, personalization, and human know-how to build long-lasting customer loyalty.

What we are looking for:

As part of our international customer service team, you will be the first point of contact for pre– and post-purchase requests using multiple communication channels to provide prompt assistance to customers and ensure a seamless delivery process. The ideal candidate is an articulate communicator with a hands-on attitude and the capability to keep the necessary composure in any situation.

Location

The company is located in Düsseldorf, Germany. We currently work as a fully remote company due to the health situation, but we aim to provide all team members with a hybrid work from home and office policy in the future. 

What you will do

• You will troubleshoot and resolve customer service inquiries using multiple channels such as phone, email, chat, and social media platform

• You will provide a personalized service to customers seeking assistance with pre– and post-order issues such as returns, replacements, refunds, delivery status, and any other issues that may arise during the order fulfillment process

• You will exceed customer satisfaction while meeting our efficiency metrics and issue resolution targets

• Simultaneously navigate multiple products, software applications, and technologies

• Continuously look for areas of improvement in the quality and efficiency of our service

• Maintain documentation of all our processes and internal knowledge

• Participate in various missions to support customer management activities

What you should have

• A passion for helping others and the ability to turn a negative situation into an unforgettable  experience

• Strong problem-solving skills and the ability to think analytically coupled with a structured and pragmatic approach

• To be mindful of your customer’s unique personality and current emotional state and tailor your response to fit the situation

• You are a standout teammate who believes that the whole is greater than the sum of all parts.

• To be able to work independently and manage your priorities in a multitasking environment

• A contagious positive mindset and the capacity to stay calm under pressure

• A first experience in a customer-facing environment is great but not mandatory

• To be proficient in English and French, both verbal and written, and enjoy crafting clear and concise messages to customers. Any additional EU language
  is a big plus.

• Technology navigation skills, proficiency in a technology-driven business

• Interest in e-commerce businesses and processes

For remote work

• Ability to maintain the required internet speed of at least 25 Mbps (download) and 5 Mbps (upload) to support voice traffic and HTTPS web traffic preferably using a hard-wire Ethernet internet connection

• A workspace that is free from noise or distraction

What we offer you

• A flexible working environment with a lean organization

• A greenfield project and the opportunity to contribute to Heida’s development with your ideas

• A young, international team that enjoys meeting for a coffee and share personal experiences

• A competitive salary package and a flexible holiday policy

To apply, please send your CV or your LinkedIn profile with one paragraph telling us why you would like to join our company to work@heida.io