Pursue good relationships with other departments to ensure effective communication and timely resolution of issues;
Oversees queue of General Inquiry cases in Salesforce;
Identify customer needs via email or phone;
Knowledge of proper referral workflow;
Ensure requests referred to other teams are handled in timely manner, escalating where necessary;
Audit and Update CRM records pertaining to customers and accounts where needed;
Update manager on Sales Team records that need audited;
Communicate with Technical and Licensing team where necessary for referrals;
Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests;
Has working knowledge of internal policies and procedures, departments, personal data handling regulations, basic accounting processes, and payroll / HR software;
Perform other duties as assigned.
What we expect from you :
Fluent German (reading / writing / speaking);
Good English (reading / writing / speaking);
Excellent verbal and written communication skills;
Warm customer service manner;
Ability to mitigate customer concerns via phone and email;
Attention to detail and ability to multi-task;
Experience with data entry and ticketing systems;
Proficiency in MS Office suites;
Experience with Salesforce, JIRA, Confluence a plus;
Bachelor’s Degree or relevant customer service experience required (A combination of education and experience will be considered.);
Previous experience in Customer Service or related field preferred;
Experience with Salesforce a plus.
Benefit from excellent rewards & competitive compensation;
Premium private health insurance modules for you and your children;
Personal time off plan to reward your loyalty, and additional 24 working hours for volunteering activities;
Create your own benefits package including access to more than 5000 choices;
Grow your career with ongoing training programs, online learning platforms, Bookster, and many other programs helping you to develop your knowledge and skills set;
Feel Veeamazing with our wellness program, company-sponsored activities & organized team sports;
International environment with culturally diverse atmosphere and exposure to large projects.
In addition, when we’ll be back at the office, please include this one too :
Enjoy modern facilities & free refreshments like snacks, fruit, and delicious coffee.