German Support Coordinator

Job description

SOUNDBOKS is an emerging young audio tech company. You may have seen us at your favorite music festival, street party, in the Sahara Desert or on top of Mt. Kilimanjaro. We build the loudest, most durable, and arguably the coolest Bluetooth speaker on the market.

Growth is not something we offer, it’s who we are. Learning is at the centre of everything, people will teach you what they know, and the involvement is yours to take. We’re talking a real-time, on-the-job, experiential approach to learning, and it’s our ultimate goal that you leave the office everyday having learned something new.

With over 60 employees across Copenhagen, Los Angeles and China, SOUNDBOKS is equal parts seasoned professionals and passionate unconventionals. We’ve got an amazing thing going, and it’s only getting better.

ROLE: GERMAN SUPPORT COORDINATOR

TEAM: COMMUNITY SUPPORT

HOURS: FULL TIME

LOCATION: COPENHAGEN

START DATE: APRIL 1st 2021

The Community Support team is in charge of offering pre- and post-purchase support and assistance to the community. We are there to answer all the inquiries and send good vibes to the costumers. We do this with our Above and Beyond mentality, by being present for customer service assistance on Email, chat, phone support, but also through our amazing Facebook communities.

As our new German Support Coordinator, you will be joining a team of fun and experienced colleagues who you will be working with towards offering the best customer experience to the community. You will be the first line of contact when the Community reaches out to us and will be the face of SOUNDBOKS support. Customers will rely on your support and guidance upon reaching out with various questions and concerns.

That means your daily life with us is going to look something like this:

Your main responsibility will be to ensure a world-class customer service experience among all customers in line with our branding values. Besides this you will also be responsible for:

  • For executing all Support tasks and yearly and monthly initiatives and projects.
  • Support platforms: Through Live Chat, email and phone support you will handle incoming requests and communication on Facebook, Amazon, and email messages. Our customers depend on you to solve their challenges or direct them to the right department within the company.
  • Planning product repairs: Ensure fast handling of repair, exchange and return requests of the SOUNDBOKS and future products.
  • Making us better than ever before: you will become an expert in your area, and we rely on you to suggest ways for us to optimize the customer experience.
  • Shipping, delivery and returns: You’ll work closely with Operations to handle European shipping and delivery cases. That means having ongoing communication with our partners at DPD, GLS and FedEx.
  • Translations and communications: We put our trust in you to handle accurate communication and translations for our German support channels.
  • Requirements

    In order to thrive with these responsibilities successfully we expect you to have:

  • German and English speaking - mandatory
  • Love for customer support
  • Having a proactive approach - let's solve the problem before it becomes a problem.
  • Leave no comments, reviews, tickets, chats or phone calls unanswered.
  • Emotional intelligence
  • Problem solver
  • Empathic
  • Professional background within support agent, phone support agent, customer support agent, service experience, internship, etc
  • Experience with customer service/customer support is a plus

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