Customer Support Lead at Coda managing a team for B2C e - commerce storefronts. Leading second - line support for complex customer cases and cross - functional process improvements.
About the role
- Customer Care Specialist providing assistance via calls, emails, and chats for a global microscope company. Handling customer inquiries and resolving issues to ensure satisfaction in a hybrid role.
Responsibilities
- Interact with customers via phone, email, chat, or in-person to provide assistance, answer questions about products, services, order status etc. and resolve issues in a prompt and professional manner leading to positive customer experience and satisfaction.
- Handle and resolve technical inquiries from service and sales teams as well as end customers for technically sophisticated products
- Create customer accounts and maintain the customer data up to date & clean to support all the CC processes.
- Cooperate with the master data specialist to support continuous improvement of master data related processes.
- Provide remote customer training for Evident instruments and application software to end customer
- Collaborate with product units, including application specialists and software/hardware development teams
- Participate in regular internal and external training and development programs
- Document and report customer-reported errors - ETQ (Excellence Through Quality) with problem-resolution tools
- Investigate and resolve customer complaints or concerns, resolve potential returns, escalating complex issues to the appropriate internal departments when necessary, and ensuring timely resolution.
- Make sure the root causes of the issues are being addressed and resolved.
Requirements
- Relevant experience in customer service, sales support, technical support or a related role required.
- Professional working proficiency in English and German
- Strong problem-solving abilities and a collaborative mindset
- Proficiency in common office software (e.g., Microsoft Office)
- Previous experience with microscopy would be an advantage.
Benefits
- Working from home up to 50% of the time
- Multisport card
- Supplementary pension contribution
- Meal voucher flat rate
- Extra week of vacation
- Public transport allowance
- Massages
- Fitness centre in the office
- Above-standard healthcare (ComfortCare)
- Corporate canteen
- Sodexo Flexi
- Language courses
- Sick days (4 days/year)
- Anniversary awards for years worked (10, 15, 20, 25, 30)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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