Hot Customer Support Specialist Ger/En - Evening Shift

Required languages

GermanAdvancedEnglishAdvanced

Seniority

Junior

Company

Wrike

Location

Prague

Type of job

Full-time

Required education

Education not important

  • Notebook
  • Retirement or life insurance contributions
  • Meal vouchers or meal contributions
  • Courses and training
  • Caffeteria
  • Refreshments
  • Contributions to sport, culture or past time activities
  • Contributions to education
  • Sick days
  • Home office
  • Company events and teambuilding
  • Possibility of unpaid leave
  • Dog-friendly office

Wrike has opened a new office in Prague and we're looking for a Customer Support Specialist to join our growing Customer Support Team!


Right now we're looking for a Customer support specialist with both German and English language skills. As a part of our team, you'll be building relationships with our customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter. This includes answering technical and billing questions, discussing the benefits of the product to help turn prospective customers into paid customers, solving tickets, dealing with complaints, and further developing our knowledge base while working on hybrid shift between 5PM and 1AM CEST.

 

In short, you should strive to provide excellent customer service through the phone. You should be friends with both people and computers. You should measure your success based on the customer’s success. You should aim to make every customer story end in happily ever after.


Your manager will be Anatoly Sibatov, Customer Support Manager


What will you do?


  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • Respond promptly to customer inquiries.
  • Communicate with customers through the phone.
  • Acknowledge and resolve customer complaints.
  • Know Wrike products inside and out so that you can answer questions.
  • Work on hybrid shift between 5:00 PM - 01:00 AM CEST


What are we looking for?


  • Fluent spoken and written English and German is crucial
  • Excellent customer service skills: ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Ability to present ideas in user-friendly language
  • Ability to “sell" the product to customers who ask for comparisons with competitors
  • Ability to understand customers’ problems and offer a perfect solution for their unique needs
  • You are highly organised and great at keeping track of large and small tasks
  • You are an experienced PC user. Being a technical expert is not mandatory, but you should be able to grasp technical issues and understand their impact on the service being delivered to customers


Additional skills that will help you stand out


  • Experience working with any CRM/Project Management tool
  • Ability to perform basic computer/system troubleshooting tasks


What can you expect from us?


  • Flexible work schedules
  • 25 days of paid vacation
  • 5 sick days and 2 weeks of 100% salary compensation during illness
  • Free yearly public transportation card
  • 3,500 CZK meal vouchers per month, unlimited snacks and refreshments in the office
  • English and Czech language courses
  • 40,000 CZK personal budget for well-being, education, sports, and healthcare
  • 5,000 CZK extra for new parents
  • Multisport card contribution
  • Company mobile phone plans
  • Contribution to supplementary pension savings


Through the recruitment process you'll be guided by Pavel Kucera


More about Wrike and our Prague office can be found at prague.wrike.com


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Wrike has a public-facing Recruiting Notice that has been drafted to meet applicable law and regulatory requirements (e.g., CCPA, GDPR, etc.). Our most up to date Recruiting Notice can be found here: www.wrike.com/security/recruiting.




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