The Role

The Customer Support Advisor is the first point of contact for customer queries via telephone and email, managing cases through their entire lifecycle from the first point of contact through to a successful resolution.

The ideal candidate will be a real team player, with a passion for technology and the ability to take customer’s queries and provide solutions in a simple and straightforward way. We are looking for individuals with a positive, can-do attitude, who love problem solving and working within a fast-paced environment.

This role is based at our offices in Hamburg, however we appreciate the importance of a positive work life balance and have a hybrid working pattern in place.

Key responsibilities

• Receiving, logging and managing cases raised from customers and internal staff via telephone and email
• Manage all incoming cases in a professional, courteous manner, always going above and beyond to delight our customers
• Utilise your knowledge of CitNOW Group products to solve cases efficiently and strive to achieve a first-time call resolution
• Conduct full and thorough diagnostics with end users, ensuring all cases are progressed and cleared within SLA’s
• Take ownership of cases and manage them through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Where appropriate, escalate tickets to the relevant internal or external team, providing a detailed synopsis of all activity to date

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• Fluent German and professional level English is essential. Polish language skills are highly desirable but not essential
• A customer-centric mindset, with a passion for delivering outstanding customer service
• Excellent problem-solving skills
• Ability to multitask and prioritise tasks effectively in a fast-paced environment
• Exceptional written and spoken communication skills, with the ability to provide clear and concise resolutions to customers