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German Speaking Client Experience Specialist
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About CoachHub
CoachHub is a leading global digital coaching platform that aims to democratize coaching for all career levels worldwide. We are a fast-growing, award-winning company that is committed to delivering exceptional customer experiences.
Job Summary
We are seeking a highly skilled Client Experience Specialist to join our team. As a Client Experience Specialist, you will be the initial point of escalation for our German-speaking Coachees and Coaches, ensuring they have a positive and seamless experience. You will need exceptional communication skills, a customer-centric mindset, and a strong commitment to delivering great service.
Key Responsibilities
- Act as the first point of escalation for customer queries or concerns, providing clear and effective communication and resolving issues in a timely manner.
- Collaborate with Customer Success and Coach Relations to help resolve customer queries and provide progress updates on existing tickets.
- Investigate and respond to customer issues and high-impact incidents, proactively contacting Coachees and Coaches to offer support.
- Assess customer feedback to identify trends and areas for improvement, contributing to department efficiency by proposing improvements to existing processes.
Requirements
- Business-fluency in German and English.
- At least 2 years of experience in a fast-paced customer/client experience or support role.
- Familiarity with using digital tools like Zendesk, Confluence, and Jira.
- A clear understanding of the importance and value of delivering high-quality customer care.
- Excellent problem-solving ability.
- Previous experience dealing with customer complaints.
What We Offer
- A chance to join a global workforce from over 45 countries.
- Personal coaching: unlimited sessions with your own CoachHub, worth over €10,000 per year.
- Company shares.
- Community engagement: Volunteering day as part of our CoachHub4Good program.
