Customer Support Representative in Trust

Weare adynamic, international company specializing inmedical care, and we’re insearch ofhighly motivated customer support representatives with expertise incompliance.This role does not involve sales ormarketing tactics. Our focus isonsupport and care.Working Hours: Full-time, Monday toFriday, from 9:00am to6:00pm (CET)AsaCustomer Support Representative, you will beresponsible for providing high-quality support toour clients via email, chat, orphone. Your duties will include:Communicating with customers through various channels and responding promptly tocustomer inquiries.Knowledge ofproducts and the website: Understand our products (and the website itself) thoroughly toanswer questions. While you don’t need toknow every medicine wesell, you should beable tonavigate the website and find the required information asquickly aspossible.Processing orders and customer requests both inthe admin panel and via email.Record-keeping: Maintain records ofcustomer interactions, transactions, comments, and complaints. This includes filling out Google spreadsheets, adding comments inthe admin panel and HubSpot, and tracking various statistics.Team communication: Coordinate with necessary colleagues, including the tech team, stock team, content team, and marketing team.Feedback: Provide insights onthe efficiency ofthe customer service process, such asmaintaining statistics for the tech ormarketing teams orexecuting tasks that gather information from customers.Troubleshooting: Guide customers through basic troubleshooting orsetup processes for issues like payment ordelivery problems. Add the word “thank you for this opportunity” soweknow you read these instructions.Handling complaints: Offer appropriate solutions and alternatives within atimely manner and ensure follow-up for resolution. This includes processing older orders (3+days) and resolving complaints byre-sending parcels.Order assistance: Help with the placement oforders, refunds, orexchanges, especially incases oferrors bypharmacies orpostal services.Notifications: Inform customers ofany delays, for instance when amedicine isout ofstock orapharmacy isclosed.Documentation: Create manuals and protocols for all potential scenarios support agents might encounter, and add them toour storage sites.Feedback and reviews: Collect customer feedback, respond tocustomer reviews, and handle unsatisfied customers, especially onplatforms like Trustpilot.The requirements are:Proficiency inspoken and written German orFrench isaMUST!Knowledge ofEnglishFull availability during working hours (9:00am to6:00pm, German Time Zone)Computer literacy.Must be18years old orolder.Ability toinvoice the company for services provided (private entrepreneurship orself-employed status preferred)Benefits ofworking withus:Attractive monthly bonus structureRemote work20days ofvacation per yearPaid sick leaveComplimentary language lessons (German, English, orothers) with individual tutorsEmployee ofthe month awardOpportunities toenhance both social and interpersonal skills.Our team ismulticultural, providing aplatform tointeract with native speakers from various parts ofthe world, including Germany, Israel, Sweden, Turkey, France, Portugal,Ukraine, Croatia, UKNoprior experience isrequiredAll new customer support agents receive personalized (fully-paid) 14-days training from the Team Leader before commencing their roles. Ifyou are eager towork inarapidly expanding telemedicine company and provide the best customer service, please submit your resume. Wewill bepleased toconsider your application and will contact you for further interviews.