Customer Service Representative with German

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people.  We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management.

About the Role

As a Bilingual Customer Service Representative at JustAnswer, you will serve as the frontline connection to our customers, providing exceptional support and ensuring their needs are met efficiently and professionally. You will be responsible for handling customer interactions in German, resolving issues, and delivering a seamless customer experience. If you are customer-centric, detail-oriented, and passionate about delivering quality service, this role is for you.

What You’ll Do

• Respond to customer inquiries and issues via voice and/or non-voice transactions while demonstrating attentive listening and effective communication.
• Identify and assess customer needs through active listening and questioning, providing timely and accurate resolutions in line with company guidelines.
• Maintain detailed and accurate records of customer interactions, including actions taken and resolutions provided.
• Update and manage customer accounts and profiles to ensure accurate, up-to-date information for efficient service delivery.
• Acquire in-depth knowledge of company products, processes, and policies to provide accurate information and resolve issues effectively.
• Continuously enhance product knowledge and customer service skills through training and learning opportunities.
• Collaborate with team members and other departments to ensure seamless customer experiences and prompt issue resolution.
• Meet or exceed performance metrics, including quality scores, customer satisfaction ratings, and schedule adherence.

What We’re Looking For

• Ability to work during German business hours, weekends, and holidays as per business needs.
• N1 level or native proficiency in German; at least B2 English level.
• At least 6 months of professional customer support experience in the German language.
• Strong customer support, multitasking, and communication skills.
• Preferred experience in phone and email-based customer support.
• Fast and accurate typing skills.
• Self-motivation and basic computer knowledge.
• Aptitude for learning and explaining services to customers.
• Knowledge of telephone etiquette.

Perks and Benefits

• Paid and unpaid time off throughout the year.
• Support for professional development and learning opportunities.
• Resources to promote overall well-being.
• Free membership to explore JustAnswer’s product offerings.