Customer Service Representative

Location Berlin, Germany
Job type Permanent
Salary €28000 - €29000 per annum + 7% Performance bonus paid quarterly
Published about 1 year ago
Contact Anna Feehan
Job reference AF11_1557756417

Job description

Online Advertising Specialist - German

Location: Berlin, DE

This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As an Online Advertising Specialist you will be providing high quality customer assistance to our Client's customers. In this role you will be working on our site in Berlin to apply an understanding of their products and drive ROI to an existing customer starting of small and medium business accounts with further development opportunities. Key activities include customer account reviews, up selling, pro-actively establishing client satisfaction and ensuring adaptation of account optimisation.

Duties and Responsibilities

  • Provide high quality online customer service via phone, chat and email that exceeds the customer's expectations
  • Deliver efficient troubleshooting and query resolution
  • Assist customers with account optimisation through various communication channels including social networks
  • Up sell additional product features to existing B2B customers
  • Identify, qualify and overcome customer objections
  • Ability to research and develop knowledge of customers products and services
  • Collaborate with other departments to resolve customer escalations within agreed time line
  • Meet deadlines with a fast paced environment
  • Use initiative to identifying trends and/or process improvements
  • Participate in on-going product training and process up-skill
  • Gain an in depth knowledge and understanding of all online advertising services including PPC, Maps, Analytics, Shopping and Search

Required Qualifications & Experience

  • Fluency in written and spoken German is essential
  • Additionally fluency in English (B2) for communication purposes
  • Preferably 1 years experience in a customer service related field
  • Excellent communication and negotiation skills and confidence in dealing with customers
  • Comfortable working in an online environment with general computer literacy
  • Strong analytic and problem solving abilities
  • Self-motivation to meet and exceed individual and team targets
  • General knowledge of social media and digital platforms
  • Ability to work individually and as part of a team

What we offer

  • Vibrant, multi-cultural environment
  • Quarterly performance bonus
  • Refer a Friend scheme
  • E learning access
  • Career development and progression opportunities
  • 26 days paid annual leave
  • Discounted public transportation ticket
  • 9 hours work day inc. 1 hour lunch break - between the core hours of 7am-7pm
  • Sunday to Thursday or Monday to Friday
  • Some flexibility is required for working during the weekends

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