Customer Service Agent (f/m/d)

Permanent employee, Full-time · Karlsruhe, Germany

Position Description
As Customer Service Agent, you are part of Cinemo’s Customer Service team responsible for managing the flow of customer inquiries, providing technical support (Level 2), and ensuring overall customer satisfaction. The ideal candidate will have a good understanding of both Software development and Consumer Electronics, perfect communication skills, a solution-oriented, hands-on approach, adaptability to new products and processes and a customer-centric mindset.
Customers in your responsibility are mainly consumer electronics device manufacturers, Content Management Software vendors, and retail/enterprise businesses owning or operating large fleets of playback devices (such as screens or speakers).
In this role, you will:
  • Manage and maintain a collaborative exchange with external suppliers for Level 1 support, monitoring performance metrics such as response times, resolution times, and customer satisfaction scores
  • Provide timely and effective assistance for escalated customer inquiries via various communication channels such as phone, email, chat, or ticketing systems
  • Resolve previously unknown technical issues or software-related inquiries by working closely with internal stakeholders (Product Management, Engineering)
  • Document customer issues and resolutions in a detailed manner for future reference and improvement
  • Proactively identify trends or recurring issues to suggest improvements to products, processes, or documentation
What you will need to succeed:
  • At least 3+ years of successful previous experience in Customer Service or Customer Centric roles
  • Experience in a highly competitive, technology-driven industry sector (e.g. Software, Consumer Electronics, IoT)
  • Familiarity with (SaaS) software products, services, and technologies
  • Understanding of customer service tools and processes required for an optimal customer experience
  • Ability to articulate complex technical concepts to both technical and non-technical audiences
  • Strong analytical and problem-solving skills
  • Ability to work collaboratively with cross-functional teams including between internal and external stakeholders
  • Excellent written and verbal German and English communication skills
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