Customer Service, German, Publisher Support
3 weeks ago
Bachelor’s Degree
- 1+ years customer service experience
- Working knowledge of Microsoft Office Applications and ability to navigate multiple computer systems and platforms with strong attention to detail
- Excellent written and verbal communication skills in English and German
- Experience in identifying opportunities to simplify and/or automate complex processes.
- Must be able to think creatively and possess strong analytical and problem solving skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
- Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
This is a German role based in Cape Town.
Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast growing business?
**Overview**:
We are seeking a driven, experienced professional to work directly with a specialized segment of content providers. The CS Specialist will play a critical role by working directly with publishers while learning from them so that we can create the best-in-class customer experience for them.
Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.
Key job responsibilities
- Demonstrate timely, accurate, friendly and professional Customer Service (CS) by delivering superior customer support, and by relentlessly advocating for content providers
- Meet or exceed quality and productivity goals assigned by management
- Demonstrate clear written and oral communication
and an appropriate sense of urgency when resolving customer issues
- Demonstrate knowledge and use of departmental resources, policies and procedures and effectively use available tools in order to provide an accurate response and an exceptional customer experience
- Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency and pro-actively communicate system issues, process issues, and customer feedback trends to management
- Experience in digital media and knowledge of the publishing industry and/or publishing experience advantageous
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality; deal with ambiguous situations and being able to prioritize and multitask
- Ability to work with technical and non-technical business owners to accomplish goals
- Identify lapses in communication between internal teams and work with those teams to ensure that the Books department is not surprised about new product launches
- Ability to communicate effectively and act as an influencer and ambassador on behalf of Books.
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