Customer Experience Agent handling inquiries for German - speaking customers in a hybrid role. Involves online communications, customer service, and complaint handling across various channels.
About the role
- Customer Support Specialist for Sibill providing high-quality first-line support and collaborating with various teams. Improving processes by analyzing customer inquiries and insights.
Responsibilities
- Supporto di prima linea e di alta qualità tramite chat, telefonate ed email
- Analizzare e risolvere i problemi dei clienti in modo rapido e preciso
- Gestire i ticket in entrata, stabilendo priorità ed escalation quando necessario
- Identificare pattern ricorrenti nelle richieste per suggerire miglioramenti al prodotto e ai processi
- Collaborare strettamente con i team Customer Success, Product ed Engineering per ottimizzare le operazioni di supporto
- Contribuire alla creazione e manutenzione di knowledge base interne ed esterne
Requirements
- 2–5 anni di esperienza nel customer support, nelle operations o in un ruolo a contatto con i clienti in un ambiente SaaS
- Ti trovi a tuo agio in contesti ad alta velocità e in continuo cambiamento
- Spiccata attitudine al problem-solving e mentalità operativa
- Comunichi in modo chiaro ed efficace in italiano e inglese (sia scritto che parlato)
- Hai lavorato con strumenti come HubSpot, Intercom o simili
- Capacità di lavorare in modo trasversale e di gestire più priorità in un ambiente dinamico
- Approccio orientato ai dati e ai processi
Benefits
- Ticket restaurant (8€/giorno)
- Budget welfare (400€)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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