Are you a communication virtuoso with exceptional problem-solving skills and a passion for customer satisfaction? Do you speak fluent German? Remoteli, a leading on-demand staffing solution, is seeking talented Customer Service Assistants to join our team. This role is available in both our Accra, Ghana office and as a remote position in Kigali, Rwanda.

Summary:

At Remoteli, our Customer Service Assistants (German-Speaking) are masters of empathetic connection. They excel in actively listening to customers, solving problems, and ensuring customer satisfaction. Proficient in CRM systems, email clients, and social media platforms, they engage customers effectively. These experts are skilled in email tracking and analytics tools, optimizing communication. Above all, Remoteli's Customer Service Assistants personify patience and adaptability, guaranteeing unwavering support and care for your customers.

Key Responsibilities:

• Exceptional Communication: Effectively convey information clearly (in German) and empathetically to customers across various channels, such as phone, email, chat, and social media.

• Problem-Solving: Understand customer issues, investigate concerns, and offer effective solutions to resolve problems promptly and satisfactorily.

• Active Listening: Practice active listening to fully understand customers' needs, ensuring they address core issues and provide relevant assistance.

• Product Knowledge: Possess a deep understanding of the products or services offered by the company, providing accurate information and guidance to customers.

• Patience and Empathy: Exhibit patience and empathy, remaining calm and understanding even in challenging or frustrating situations while working towards customer satisfaction.

• Conflict Resolution: Skillfully manage conflicts and handle difficult customers with professionalism, de-escalating tensions, and finding mutually agreeable solutions.

• Multitasking: Manage multiple customer inquiries simultaneously, effectively prioritizing and juggling tasks to provide timely responses.

• Documentation: Maintain thorough and accurate records of customer interactions, ensuring a comprehensive history for reference and analysis.

• Team Collaboration: Collaborate with other departments, sharing customer feedback and insights to improve products, services, and processes.

• Continuous Learning: Stay updated about company policies, industry trends, and best practices in customer service to provide the most relevant and up-to-date assistance.

• Adaptability: Easily adapt to changing situations, whether it's handling new inquiries, addressing unexpected challenges, or adjusting to evolving customer needs.

• Technical Proficiency: Adeptly use customer relationship management (CRM) software, ticketing systems, and other tools to efficiently manage customer interactions and provide seamless support.

• Cultural Sensitivity: Demonstrate cultural sensitivity and understanding, ensuring respectful and effective communication with a diverse range of customers.

• Upselling and Cross-Selling: Identify opportunities for upselling or cross-selling products and services, enhancing the customer experience and contributing to revenue growth.

• Data Analysis: Proficiency in analyzing customer data and feedback to identify trends, pain points, and improvement areas to enhance overall customer satisfaction and service quality.

Required Skills & Experience:

• Excellent communication skills - both English & German are a must.

• Exceptional problem-solving abilities.

• Active listening skills.

• Patience and empathy.

• Conflict resolution skills.

• Multitasking capabilities.

• Proficiency in CRM software (e.g., Salesforce, Zendesk, HubSpot).

• Familiarity with email clients (e.g., Outlook, Gmail).

• Knowledge of communication tools (e.g., Microsoft Teams, Slack).

• Familiarity with phone systems and call management software.

• Proficiency in live chat software.

• Knowledge of social media platforms (e.g., Twitter, Facebook, Instagram, LinkedIn).

• Technical proficiency in ticketing systems (e.g., Jira, ZenDesk).

• Familiarity with screen sharing and remote assistance tools.

• Knowledge of e-commerce platforms (e.g., Shopify, WooCommerce, Magento).

• Basic understanding of analytics and reporting tools.

• Familiarity with language translation tools.

• Proficiency in documentation and collaboration tools.

If you are a customer-centric individual with outstanding communication skills and meet the qualifications above, we invite you to join the Remoteli team in Accra or work remotely from Kigali. Apply now to be part of a team that values empathy, problem-solving, and unwavering su