Customer Support Specialist

2 days ago

Sector, Bucureşti, Romania Helavo Full time €35,000 - €45,000 per year

We are
Helavo

, an innovative and dynamic team from Germany.We are a manufacturer and online seller of high quality products in the category of walking aids and rollators.

In order to achieve our goal of becoming the online market leader in mobility products,
we are expanding our operational team in Bucharest and are looking for a Customer Support Specialist

to join our team.

In this role, you will be responsible for ensuring the overall satisfaction of our customers, managing public interactions, optimizing spare part operations, and proactively engaging with our customer base. The ideal candidate will possess a combination of strong communication skills, strategic thinking, and a customer-centric mindset to contribute to the success and growth of our company. As the ambassador of our company to our customers, you will play a pivotal role in shaping the perception of our brand and influencing how we are perceived.

Responsibilities:

Interaction with Customers:

  • Respond promptly and professionally to customer inquiries via email, chat, and social media.
  • Resolve issues related to orders, shipments, returns, and refunds while maintaining a high level of customer trust.
  • Anticipate customer needs and proactively reach out to provide assistance or information.

Public Interactions:

  • Manage public-facing communication channels, responding to reviews, comments, and engaging with the community.
  • Cultivate a positive online presence and contribute to the development of content that enhances the company's image.

Reporting

:

  • Monitor and analyze customer interactions, creating reports on key performance indicators related to customer satisfaction and support operations.
  • Provide regular updates to the management team on customer feedback and insights.

Team Collaboration

Work closely with marketing, sales, and operations teams to develop campaigns and strategies that enhance customer success.

  • Provide actionable feedback to the product team to improve offerings based on customer insights.

Spare Part Operations:

  • Coordinate and manage spare part orders, ensuring timely delivery and addressing customer inquiries.
  • Collaborate with the logistics team to optimize spare parts inventory levels.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • Excellent proficiency in English and German (would be an advantage) effective communication with customers from different marketplaces.
  • Proven experience in a customer-facing role, preferably in e-commerce or a related industry.
  • Strong communication and interpersonal skills.
  • A positive and proactive attitude, with the ability to inspire confidence and trust in customers.
  • Analytical mindset with the ability to generate and interpret reports.
  • Familiarity with CRM software and other customer support tools.
  • Experience in spare parts operations and logistics is a plus.

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