Customer Service Employee (f/m/d) - Website Support

Tasks

• Support the creation of the company website by telephone, screen sharing and e-mail.
• Customer recovery in the event of a cancellation request 
• Identifying and recommending additional products that offer our customers real added value.
• Passing on relevant customer concerns to other departments and ensuring smooth internal communication.
• Efficient use and maintenance of our CRM systems.
• Updating knowledge bases, creating handouts and other internal process flows.
• Applying extensive design knowledge to support clients with changes to their websites 
• Taking ownership and finding solutions to escalating client issues.
• Independently creating and assisting in the creation of new individual web pages for our clients for enhancements to their websites.
• Supporting and advising clients on the use of our online marketing products to optimize their online presence.Qualifications

Qualifications

• Extensive customer service experience and knowledge: At least 3 years of customer service experience, ideally in the digital or creative industry. In-depth knowledge of managing client projects in web design and development, with a strong focus on solution-oriented communication, technical consulting and managing client requirements.
• Strong communication skills and customer focus: 
  
  • Active listening → Understand customer needs accurately
  • Clear & friendly language → Avoid misunderstandings
  • Empathy → Meeting customers with patience and understanding
  • Product and service knowledge of the various site images of W4Business customers → To answer customer inquiries efficiently
  • Basics of complaint management → Professional handling of complaints
  • De-escalation techniques → Resolving conflicts professionally).
• Experience in the creation and design of websites or other digital products.
• Understanding and practical knowledge of online marketing products.
• Ability to independently manage and complete small online projects with the client.
• Extensive online marketing knowledge: Understanding of digital marketing strategies and how to implement them to provide more targeted advice to clients.
• Extensive and deep design knowledge: Ability to understand and creatively implement complex design requirements to best support both clients and internal projects.
• Multilingualism: Fluent in written and spoken German and English, with the ability to handle customer inquiries in a professional, clear and customer-friendly manner.
• Confident with industry-specific vocabulary and intercultural communication.
• Basics of ticketing systems: Jira.
• Basic IT knowledge (e.g. browser troubleshooting).
• Omnichannel support experience (telephone, e-mail, social media, chatbots, etc.).

Benefits

• Support from an experienced colleague during the induction phase (on-the-job training).
• You will receive 30 vacation days per year for ideal relaxation.
• Free monthly Deutsche Bahn ticket.
• A hybrid working model and the option to submit preferences for shift planning.
• Numerous development opportunities within the entire STRATO Group (STRATO AG, STRATO Customer Care GmbH and Cronon GmbH) as well as language courses (English).
• Discount on gyms (Fitness First, SuperFit, FitX).
• Employee discount on STRATO products and 1&1 products.
• Vouchers/gifts for special occasions and anniversaries (wedding, birth).
• Bicycle leasing with Eurorad (taxable as a non-cash benefit).