Customer Service Manager (German speaking)

Our Offer

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. To be successful in this role, you should have hands-on experience with tech B2B customer requests and have a creative and resilient mindset to be able to turn customer problems into solutions.

We are looking to build a service hub in Barcelona to cover our markets and centralise our customer success strategy. The Customer Service position starts ASAP in Barcelona or in Germany.

About Smeetz

Smeetz is a unified commerce SaaS powered by AI sales optimization for visitor attractions. We provide our customers with an all-in-one solution to manage, market, and price their products efficiently by leveraging data and approaching sales from a tech-savvy perspective. Our customers range from attraction parks and museums to theatres.

Smeetz has headquarters in Switzerland and was founded 4 years ago. Since then we have expanded in France, the UK and Germany.

What you will do
Work on operational support to deliver the best-in-class customer experience in English and German. French is a plus.
Identify common customer challenges to suggest better solutions.
Report customer problems to the product/dev team and manage the delivery of the resolutions/improvements to the customer.
Manage Level 1 requests, create and follow up Level 2 and Level 3 issues for the dev team and follow up on their resolution while updating clients.
Take ownership of customers issues and follow problems through to resolution
Create and update knowledge articles and videos to ease customers’ journey into the product.
Improve customer service experience, create engaged customers and facilitate organic growth
Follow service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Requirements

Mandatory requirements
Excellent command of German and English, French and/or Italian would be a plus
Tech-savvy and 2+ years of experience in customer service for a B2B Saas.
Requirements
You have work experience with Hubspot and Jira.
You are skilled at building relationships and understanding business requirements of customers.
You are dynamic and proactive, with an exceptional sense of responsibility, excellent organizational skills and capable of working autonomously while ensuring successful teamwork.
You are highly stress resistant and have the ability to handle pressure.
You are an optimist, resilient and perseverant team player with proactive mindset.
You have a higher education degree.
Spanish work permit or Citizenship.
Benefits
You will have the opportunity to take part in a fast growing scale-up, make a difference and manage your time and priorities.
You will work in a highly performance-driven environment.
We host team building activities, and we encourage personal development in an environment based on trust.
Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.
Through this position, you will have the opportunity to grow in an international environment.
Smeetz

Fecha de publicación: 28/03/2023