Customer Service Agent providing support to healthcare clients in Berlin. Responsible for client inquiries and CRM data entry in a hybrid work setting.
About the role
- Customer Service Associate assisting customers with orders and inquiries for Fortune International's premium food products. Strong communication and organization required while managing inquiries across digital channels.
Responsibilities
- Respond to customer inquiries via email, chat, and other digital channels in a clear and professional manner
- Assist customers with order questions, returns, refunds, exchanges, and billing issues
- Review and manage orders in the order management system, including tracking, backorders, and delivery concerns
- Troubleshoot basic technical issues related to logins, checkout, and account access
- Accurately document all customer interactions and actions taken
- Identify when issues should be escalated and route them appropriately
- Take ownership of customer issues through resolution
- Follow company policies while using sound judgment when exceptions are needed
- Communicate recurring issues or trends to management team to help improve processes and the customer experience
Requirements
- High School Diploma or Equivalent
- Previous customer service experience
- Strong written communication skills with the ability to explain information clearly and calmly
- Comfortable working in multiple computer platforms simultaneously
- High attention to detail and accuracy
- Naturally inquisitive with proactive problem-solving abilities
- Strong problem-solving and time management skills
- Team player with the ability to collaborate effectively across all levels of the organization
- Capable of embracing new technology
- Ability to manage a high volume of inquiries while maintaining quality
- Reliable, organized, and able to meet response time expectations
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