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Customer Experience Advocate
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Job Title: Voice-Based Customer Support Specialist
About the RoleWe are seeking a highly skilled customer support specialist to join our team. The ideal candidate will possess strong communication skills, with proficiency in both German and English.
The role focuses on delivering excellent customer experience, monitoring quality standards, and supporting continuous service improvement initiatives.
- Provide comprehensive customer support through voice, email, and chat channels.
- Handle customer queries, cancellations, disputes, and resolution follow-ups efficiently.
- Conduct quality audits of agent interactions and ensure compliance with QA standards.
- Support new process rollouts by creating training materials, triage documents, and FAQs.
- Monitor and improve NPS, CSAT, and AHT by analyzing performance and customer feedback.
- Collaborate with internal teams to address issues from detractor and low-rated cases.
- Maintain and update training documents and process articles regularly.
- Assist in preparing monthly performance summaries for business reviews.
To succeed in this role, you must have:
- A minimum education: Graduate degree in any discipline.
- 1–3 years of experience in a voice-based customer support role, preferably in a Contact Centre environment.
- Proficiency in German (minimum B2 level) and strong English communication skills.
- Solid understanding of customer experience metrics like NPS, CSAT, AHT.
- Experience in preparing training materials and quality guidelines.
- An analytical mindset with the ability to derive insights from customer feedback and performance data.
- Strong interpersonal skills with the ability to multitask and prioritize effectively.
- Willingness to work flexible shifts.
