German Speaking Customer Loyalty Associate - Manila, PhMetro Manila

Balsam Brands is looking for a multi-lingual Customer Loyalty Associate (CLA) fluent in written German to join our seasonal Customer Success Team in the Philippines. You will work closely with the Customer Success International Team to deliver excellent customer service through email and/or live chat support. You will be responsible for ensuring that customers concerns are processed, addressed, and resolved across different brands in a timely and delightful manner. Our ideal candidate must have excellent written German and English skills, strong customer service orientation, exemplary problem-solving skills, and a fast, proactive learner's attitude. You will report to the International Brands' Customer Success Lead.
What you'll be doing:
• Deliver excellent and delightful customer service through email and/or live chat support for our German customers by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Effectively handle German live chats, cases and case tasks while representing the brand and its values without the use of translation tools.
• Build company's online reputation via our social media accounts and review sites.
• Ensure that all social and review cases are updated in a timely manner as required.
• Identify crisis situations or any posts that are potentially harmful to the company and follow policy and procedure. Alert CSRM Team Leader, as appropriate, to potential escalated situations.
• Communicate with various colleagues and supervisor across geographies to ensure customer issues are resolved appropriately.
• Understand company policies and procedures and know when to escalate and de-escalate customer service related issues.
• Ensure that all cases are updated in a timely manner as required.
• Provide feedback in brand localization initiatives.
• Deliver tasks and projects assigned by the Team Leader and/or Supervisor.
What you bring to the table:
• College level.
• At least one (1) year relevant work experience in Customer Service, writing, corporate communications or business correspondence for a German company.
• Excellent written German and English communication skills with strong analytical and problem solving and critical thinking skills.
• Should be familiar with the German culture and able to write straight German email templates/responses without using any translation tool.
• Passion to provide delightful customer service.
• Comfortable in learning and working through a task in various technology-based systems via electronic means such as Salesforce, Volusion, Slack, Zoom, email, chat, and online project management applications.
• Basic knowledge of MS Office programs, particularly MS Excel with the skill to present and understand information in various documents and spreadsheets.
• Secures the confidentiality and safety of all company files and information.
• Experience working remotely is a plus.
Our must-haves:
• Must be residing within Metro Manila, Bulacan, Cavite, Laguna, Pampanga, and Rizal areas only.
• Applications of past seasonal hires who relocated outside of our allowed areas will be evaluated based on their current location and their performance during their time in Balsam.
• Must be willing to attend virtual training on October 5, 2020.
• Must have a dedicated, functional laptop that meets the following specifications:
For Windows users:
o OS: Windows 7 - 64 bit or higher
o Processor: Intel or AMD Dual Core with 2.0 GHZ up, Intel Core i3 or better
o Working MS Office 365 or any version
o RAM/Memory: 4GB or higher
o Storage: 128 SSD or 250GB HDD or higher
For Mac users:
o Processor: Intel Core i3/i5/M series
o Updated Mac OS
o Working MS Office 365 or Apple built-in apps
o Memory: 4GB or higher
o Storage: 128GB or higher for SSD, 250GB+ for HDD
• Must have a back-up laptop or desktop for use, if primary laptop encounters issues.
• Must have a fast, reliable DSL, Fiber or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 5MBPS. Proof of subscription will be required.
• Must have a back-up internet connection of the same speed, if primary connection becomes spotty. (Pocket Wi-Fi and Mobile hotspot with at least 5MBPS).
• Must have contingency plans in the event of any power outage or related circumstances.
• Must be willing and able to work mostly on the graveyard shift, shifting schedules or a fixed schedule and amenable to changes in work schedules depending on business needs. Shift adjustment requests will not be accommodated.
• Must not have any planned trips or long vacations between October to December 2020 especially during the holidays.
Note: Online assessments will also be part of the recruitment process.
Status: This is a contractual, home-based job that requires a scheduled eight (8) hours of full-time, dedicated work daily, five days a week. Paid overtime may be required. If performance is up to standard, the contract will be effective from October 5 to December 27, 2020.