Customer Support Senior Analyst ( German language)
Core
Providing timely responses to customer inquiries via phone, email, and chat, while managing service orders, conducting training, and analyzing customer data to drive retention.
Role type
Senior Customer Support Analyst
Builds
Customer service interactions, training sessions, and service order fulfillment for records and information management clients
Domain
Records and information management / Data centers / Logistics
Deliverable
client delivery
Required skills
Advanced German, Advanced English, MS Office, CRM platforms (Salesforce), Order processing, Customer training facilitation, Data analysis, Conflict resolution, Cross-functional collaboration
Preferred skills
Salesforce expertise, Knowledge of archiving and document destruction processes
Technologies
Salesforce, MS Office, IM Connect
Responsibilities
Manage multi-channel customer inquiries (phone, email, chat); Facilitate customer onboarding and conduct training sessions; Process service orders and manage status updates; Resolve complex complaints and handle escalations; Analyze customer data to identify trends and implement retention strategies; Maintain accurate interaction records and ensure compliance with SLAs and data privacy standards; Collaborate with Sales, Operations, and IT teams.
Seniority
Senior, hands-on IC
