German-speaking Customer Success Associate

hace 5 meses

Barcelona, España Webhelp A tiempo completo

**Location**
- Barcelona, Spain**Language**
- German***

**Description**:
**Why join us**

Are you enthusiastic about creating memorable experiences? Then come join us at Webhelp and work with energetic people who strive to enjoy every day.

We are looking for a **German-Speaking Customer Success Associate **to join our exciting projects, with leading brands from tech, finance, travel, fashion, healthcare, and many more industries.

**What we offer you**

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

Your benefits at Webhelp:

- Full-time contract, 39 hours/week:Monday to Friday 9:00 - 18:00- Great office location in Barcelona
- Friends hunting (referral) bonus
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses
- Opportunities for a career abroad through the Webhelp International Mobility Program

**What you’ll experience at Webhelp**
- As a
- ** Customer Representative **in our team, you will:
- Respond to and resolve customer inquiries and issues related to down selling, churn, and general licensing problems promptly and effectively
- Utilize Planhat or similar customer relationship management (CRM) software to log and track down sell and churn cases, ensuring accurate and up-to-date information is recorded
- Collaborate with the finance team to enter refunds into the refund sheet and create tickets for finance-related matters
- Coordinate and schedule appointments for NPS (Net Promoter Score) surveys and churn-related customer meetings
- Efficiently route and transfer tickets from the subscription pool to the appropriate departments, such as finance or support, for further assistance
- Assist in reviewing and pre-sorting NPS results, identifying trends, and providing feedback to the relevant teams
- Support dunning processes by sending tickets to customers with open invoices, reminding them of outstanding payments

**We’ll be a great match if you**:

- Are native or proficient in German and advanced English
- Have experience in a customer-facing role, preferably in customer success, account management, or customer support
- Excellent business acumen, particularly in phone-based interactions, with the ability to understand and address customer needs
- Have strong organizational and multitasking skills, with the ability to prioritize and manage multiple tasks simultaneously
- Are detail-oriented and meticulous in recording and maintaining accurate customer records

**It will be a plus if you**:

- Have a bachelor's degree in finance, accounting, business administration, or a related field
- Have project management skills, with the ability to effectively plan, organize, and execute customer success initiatives
- Can work effectively both independently and as part of a team, collaborating with cross-functional departments
- Have problem-solving skills, with the ability to analyze customer issues and provide appropriate solutions
- Are familiar with financial processes, including refunds, invoicing, and financial analysis and with NPS surveys and customer feedback analysis is a plus
- Share our values of commitment, unity, integrity, recognition, and WOW

**Don’t meet every single requirement?**

**Who we are**

Webhelp is a people-first company and a global leader in the BPO industry. With more than 100 nationalities, Webhelp Spain is one of the main multilingual centers of the Group. We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

**If this sounds like you, join us at Webhelp**

**Webhelp is an equal-opportunity employer**

**RRQ23-006101-1-GERMANY

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