GERMAN+FRENCH CUSTOMER SUPPORT ANALYST

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As a Customer Service Advisor with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

Key to delivering a world-class customer experience means relating to customers and being a great listener, with the ability to demonstrate empathy as you understand and proactively work to resolve any issues they experience both pre-and post-purchase.

We’re looking for brand-focused candidates who have an excellent standard of English to join our Customer Support team in Bucharest.

If you have a passion for helping others, are great with people and want to gain experience representing a fantastic retail brand this could be the role for you.

On this project they provide inspiring and flexible workplace solutions to help businesses - small, medium, or large - thrive in more than 150 cities globally. The future of work is happening right now, and they are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to our role can include but is not limited to:

Serve as a first point of contact for inbound customer or employee questions, requests, and issues.
Provide customers with exceptional service by understanding their needs and requirements, offering accurate, thoughtful, and timely solutions.
Work closely with the on-site Community Management and Remote technology teams to ensure requests are being met in a timely and accurate manner.
Have a full understanding of our products and services.
Liaise with cross-functional departments if the request requires additional team collaboration to solve.
Quickly escalate urgent requests and questions through appropriate channels using wework process
Partner with the support team to deliver feedback and suggestions to improve customer experience.
Use knowledge base articles to assist with responses.
Adhere to the SLA’s and Policies set in place.
Evaluate and educate team members on practices that maximize their working efficiency.
Ability to use discretion and independent judgment in evaluating problems for customers and employees.
OFFERING INFORMATION AND ANSWERING QUESTIONS TO CURRENT OR FUTURE CLIENTS VIA PHONE CALL, LIVE-CHAT AND EMAIL IN GERMAN, FRENCH AND ENGLISH.


Our ideal candidate?

You'll receive full training in all areas. It’s all about being a naturally friendly, respectful, and helpful person who’s a bundle of enthusiasm and positivity. And if you’re skilled in the art of conversation, then using your personality to build rapport and delight our customers will be second nature.

Advanced language and communication skills both in German and French. (B2-C1)
Intermediate English level (B2)
Have the ability to multitask.
To be a people person and have an empathetic ear.
Resilience and ability to work towards targets.
A positive mindset and the ability to show genuine empathy.
Ability to build rapport with our client’s customers.
Fantastic questioning skills.
Ability to work as part of a team.

Start date: ASAP
Shifts: Monday - Sunday: 09:00 -> 18:00, 10:00 -> 19:00 (when coverage is needed), 12:00 -> 21:00.
3 MONTHS from the office (Bucharest, Piata Muncii, Sector 2), afterwards it will become a remote position.