Your mission
Your extensive knowledge, problem-solving and analytical skills will enhance customer engagement in the Customer Success department, which is responsible for onboarding and supporting our customers in Europe and globally.
Your daily tasks are but not limited to:
- Managing customer contractual and technical Onboarding including support at early stage with escalation option if needed.
- Managing existing contracts renewals and cancellations.
- Invoicing new and existing customers including monitoring e-invoicing platforms.
- Providing first level technical support via email, phone, and remote sessions for urgent requests.
- Monitoring our ticketing system, requests,volume, and quality.
- Providing monthly reporting and upon customer request (internal & external).
- Supporting the CS team in the transition to automatized operational processes, including new software implementation projects.
- Cooperating with other teams to improve processes and implement ideas that meet customer needs.
- Proactively seeking out opportunities to increase customer satisfaction and deepen client relationships.
- Positively accomplishing customer success and company objectives by completing related goals as planned.
Your profile
You are a strong communicator with a passion for customer service and IT affinity. You are a proactive, fast learner who enjoys working in an international team. You are comfortable in customer-facing roles and working with various digital tools to deliver an excellent customer experience. You are a motivated learner with a focus on delivering solutions.
Essential skills and experience required
- 4+ years in customer-facing roles
- IT affinity
- Contractual & Technical understanding and eagerness to learn new technologies.
- German / European Passport or valid Working permit required
- Mastery English (written and spoken). Good knowledge of German is required but not necessary. (Any additional European Language is a plus.)
- Nice to have: CRM experience, SaaS technology knowledge
Soft skills
- Highly organized and self-driven
- Analytical and process-oriented mindset, along with outstanding communication skills, both verbal and written
- Positive, empathetic, and professional attitude toward customers
- Customer satisfaction oriented
- High attention to detail and accuracy
- Team player, independent, work under pressure and committed to deadlines
About us
Schlafender Hase leads the way in intelligent, automated text and graphic proofreading solutions. With its flagship product TVT® (Text Verification Tool®), users can quickly compare source content with output formats, detecting changes and deviations prior to publication.
Schlafender Hase serves regulated industries across the globe. Clients include the world’s leading pharmaceutical and medical device companies, as well as healthcare regulatory bodies. The continued success of Schlafender Hase is based on delivering quality products and a strong understanding of customer pain points. Easy to use, our products reduce proofreading workloads, assure the quality of printed and online materials, and mitigate the risk of costly errors.
Founded in 2001, Schlafender Hase GmbH is headquartered in Frankfurt (Germany) with subsidiaries in Canada and the US.
For more information please visit: www.schlafenderhase.com
