Partner Support Specialist German Customer Service

COMPANY DESCRIPTION

Our client a US Multinational was founded in 2009 and is now one of the fastest-growing internet marketing companies in the world. They use cutting-edge technology to offer high-quality SEO and website marketing services that drive explosive growth for their small business partners and clients. The work environment is fun, friendly, and collaborative. They take pride in a unique, positive culture that allows all our employees to thrive and helps all our clients achieve success.

POSITION DESCRIPTION

The Role and Mission…

As a Partner Support Specialist, you’ll be working closely with the Client Success and Partner Management teams to address and resolve escalations from the pool of partners. Additionally, you will perform data entry, liaise with members of the leadership teams within Client Success and Partner Management and perform audits of customer accounts as assigned.

Client Success Team

Focusing on the SME market. You will help small businesses succeed online. Through a continued focus on improving the customer experience, resolving issues quickly, aligning with each customer and their specific needs to help grow their business. Attitude and energy is key, teamwork and optimism are musts. In this Senior customer service role, we’re looking for someone fluent in German, interested in working with search engine optimization (SEO), and passionate about providing top-notch customer service. You will be responsible for all communication with our SEO clients and managing their SEO campaigns. German speaking customer support and proactively communicating with our established customer base to ensure best in class customer service, a higher level of relationship with our key customers. We are seeking ambitious, focused individuals with an aptitude and interest in the proactive customer service. Our client is an equal opportunities employer. Values of respect, collaboration, service, support, and challenge are indicative of the culture and climate fostered by the business.

Your Responsibilities

• Data Entry
• Reviewing new sales to ensure the account reached Launchpad with the correct details
• Setting up missed or incorrect sales in Partner CRM so they can feed to Launchpad
• Review NPS detractor scores to document resolutions reached by CS 
• Reaching out to cancelled customers via email, phone, and/or text to gather cancellation reasons
• Managing Escalations
• Working directly with partners, PGMs, and Client Services to resolve escalations
• New Partner Interactions
• Setting up pricing tools for new partners
• Customising the reporting dashboard for new partners
• Manually upgrading or downgrading subscriptions
• Cancelling duplicate accounts and balancing subscriptions
• Resolving billing issues/ Processing refunds
• Account Review & Reports/refunds
• Analysing campaigns to provide feedback to PGMs on performance
• Reviewing the lifetime of campaigns that are scheduled to cancel
• Organizing a campaign report to aid in reactivation efforts done by the partner
• Quarterly efforts to reactivate prior partnerships via phone calls and emails
• Other duties and responsibilities as assigned by the Partner Support team.

NUMBER OF YEARS PREFERRED EXPERIENCE

Our Ideal Candidate…

• Has experience supporting customers in a client success/customer service role in German and English
• Provides detail when communicating with all teams in written or verbal format
• Can learn from their own mistakes, is coachable and applies feedback
• Completes tasks on time or notifies parties with an alternate plan
• Adapts well to changes in processes, projects, or assignments
• Contributes to a positive team culture
• Outgoing and positive personality

Working Hours:

• Fully remote, you need to be based in Ireland*
• 8:45 AM – 5:15 PM (CEST +1 GMT), Monday to Friday. No work on weekends or holidays.

MS Office including Outlook, Excel, Word and PowerPoint

Remote / Virtual platforms including MS Teams, Zoom and Skype

MRP/ERP

CRM   CV’s to leisa@hrpgroup.ie .