Customer Care Representative, Ruggable

• Fluent in German and English, both written and spoken
• Professional written and verbal communication skills
• Ability to process inbound customer requests via phone, email and chat
• Able to solve problems with empathy and patience
• Team player with a positive ‘can-do’ attitude
• Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
• Must be a self starter and multi-tasker - while remaining responsible and detail-oriented

Desirable

• We are looking for Customer Care Representatives to join our Customer Experience team
• Serve as the “voice” for Ruggable in the front lines, delivering excellent customer service experiences via email, chat and phone
• Track and meet KPI targets (service level agreement/first response time, quality, customer satisfaction, etc.)
• Take ownership of issues and put our Customers First to help resolve their problems
• Provide timely and thorough resolution to customer inquiries (common inquiries include: returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)
• Collaborate with other functions (Tech, Ops, Product, etc.) to maintain expert-status on knowledge of the products / features
• Communicate with management to escalate problems and recommend resolutions