Specialist in Customer Service and Foreign Trade at BASF. Responsible for CRM strategy and managing import/export operations for customer satisfaction.
About the role
- Support Specialist for Multiverse, assisting clients and apprentices through the Intercom platform. Engaging in troubleshooting issues and maintaining communication with diverse stakeholders.
Responsibilities
- Respond to support tickets via Intercom with clarity, empathy, and urgency—supporting apprentices, employers, and internal teams.
- Confidently investigate user-reported issues by impersonating users, replicating scenarios, and following structured troubleshooting guides.
- Accurately document findings and next steps in clear, well-structured technical tickets in line with internal guidelines.
- Build trust and maintain strong communication with customers, handling sensitive or escalated issues with professionalism.
- Demonstrate strong comprehension skills—accurately read, interpret, and respond to complex or unclear requests.
- Handle complaints and challenging conversations with care, aiming for effective and fair resolution.
- Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.
- Confidently push back on stakeholders when necessary, with a clear, respectful approach.
- Act as a role model in the team—setting a standard for tone of voice, responsiveness, accountability, and support quality.
- Become a product expert, deepening your understanding of all features and use cases and keep up to date with product releases and adjust support approaches accordingly.
- Proactively share feedback and ideas to improve the customer experience and internal workflows using data driven approach
- Contribute to and maintain high-quality support documentation and help content written in Plain English.
- Work cross-functionally with product, operations, and training teams to resolve complex issues at the root.
Requirements
- Proven 2+ years experience with at least 1 year experience in a tech specialist role in customer support, client service, or helpdesk — ideally within education, training, or a tech-enabled environment.
- Strong background in client communication, with the ability to build trust and manage expectations effectively.
- Excellent written communication—fluent in Plain English, with the ability to explain complex or sensitive topics clearly.
- Strong interest in technology enabled products
- Strong reading comprehension and problem-solving skills.
- Experience managing high ticket volumes while maintaining service standards.
- Confidence and professionalism when handling complaints, escalations, and stakeholder interactions.
- A proactive mindset and a passion for continuous improvement.
- Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.
- A team player who can influence others positively and help raise the bar for support quality.
- Experience with Intercom or similar customer support platforms
Benefits
- 25 days annual leave
- Private healthcare
- Pension scheme
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Executive Demand Planner at BASF managing supply chain for Enhanced Oil Recovery. Leading order management, supply planning, and continuous improvement initiatives in logistics.
Customer Support Representative providing first - line support to users of the SOFMEDICA platform in Romania. Troubleshooting issues, guiding users, and maintaining customer satisfaction with the service.
Customer Experience & Onboarding Specialist at ANNA, managing customer queries and onboarding processes for small businesses. Engaging with customers directly and handling complex compliance cases.
Customer Service Specialist managing orders and customer inquiries for adidas and Reebok. Collaborating with logistics and finance teams to ensure excellent customer service and order fulfillment.
Provide technical support for UKG Ready, assisting clients with timely solutions and enhancing customer service. Engage with customers to understand their HRIS needs and resolve queries efficiently.
Medical Assistant providing customer service in a diagnostic lab. Responsibilities include patient interaction, data management, and coordination with physicians.
Customer Support Executive providing first - line support via chat and email at Zinc. Ensuring user satisfaction through swift and efficient resolution of queries and issues.
Multilingual Customer Service Agent providing high - quality customer support across channels. Join a newly built team supporting international customers in Algarve, Portugal.
Customer Service & Back - Office support in a company specializing in sustainable textiles. Engaging in customer support, online shop management, and process improvement.