Customer Excellence Representative (German language)
Core
End-to-end support for service operations, customer onboarding, billing, and issue resolution for records and information management services.
Role type
Customer Excellence Representative (Customer Support)
Builds
Customer service interactions, onboarding training, and operational support for records management clients.
Domain
Records and information management / Data centers / Asset lifecycle management
Deliverable
client delivery
Required skills
Advanced PC skills, CRM platforms (Salesforce), administrative processes knowledge, German (advanced), English, critical thinking, proactivity, empathy, task prioritization
Preferred skills
MS Office, Salesforce proficiency
Technologies
Salesforce, IM Connect, MS Office
Responsibilities
Manage customer inquiries across phone, email, chat, and online meetings; facilitate customer onboarding and conduct training sessions; process service orders for retrieval, delivery, and destruction; resolve complex complaints and document details in Salesforce; analyze customer data to identify trends and implement retention strategies; maintain accurate records of interactions and adhere to SLA and data privacy standards; partner with Sales, Operations, and Billing teams; resolve billing disputes and reconcile invoice discrepancies.
Seniority
Individual Contributor, operational support level
