Webhelp Spain
Webhelp Spain

Customer Success Associate (German-speaking) - On-site

Webhelp Spain

German & English
Valid through 2024-02-26

Job description

Are you enthusiastic about creating memorable experiences? Then come join us at Concentrix + Webhelp and work with energetic people who strive to enjoy every day.

We are looking for a German-speaking Customer Success Associate (On-site) to join one of our exciting projects.

What we offer you

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

Your benefits:

- Full time 39 hours/week contract: Monday to Friday 09:00 to 18:00

- Salary 22 000 euros gross/year + up to 1500 euros gross/year in bonus

- Great office location in Barcelona

- Friends hunting (referral) bonus

- Full paid training about the company and the project you will be working on

- Career development program and specialized courses

What you'll experience with us

As a Customer Success Associate in our team, you will:

- Respond to and resolve customer inquiries and issues related to down selling, churn, and general licensing problems promptly and effectively

- Utilize Planhat or similar customer relationship management (CRM) software to log and track down sell and churn cases, ensuring accurate and up-to-date information is recorded

- Collaborate with the finance team to enter refunds into the refund sheet and create tickets for finance-related matters

- Coordinate and schedule appointments for NPS (Net Promoter Score) surveys and churn-related customer meetings

- Efficiently route and transfer tickets from the subscription pool to the appropriate departments, such as finance or support, for further assistance

- Assist in reviewing and pre-sorting NPS results, identifying trends, and providing feedback to the relevant teams

- Support dunning processes by sending tickets to customers with open invoices, reminding them of outstanding payments

We'll be a great match if you:

- Are proficient or bilingual in German and advanced in English

- Have proven experience in a customer-facing role, preferably in customer success, account management, or customer support

- Have an excellent business acumen, particularly in phone-based interactions, with the ability to understand and address customer needs

- Have strong organizational and multitasking skills, with the ability to prioritize and manage multiple tasks simultaneously

- Are detail-oriented and meticulous in recording and maintaining accurate customer records

It would be a plus if you have:

- Bachelor's degree in finance, accounting, business administration, or a related field

- Project management skills, with the ability to effectively plan, organize, and execute customer success initiatives

- Ability to work effectively both independently and as part of a team, collaborating with cross-functional departments

- Problem-solving skills, with the ability to analyze customer issues and provide appropriate solutions

- Familiarity with financial processes, including refunds, invoicing, and financial analysis

- Familiarity with NPS surveys and customer feedback analysis

We are dedicated to creating a diverse, inclusive, and authentic workplace where everyone can learn and develop themselves professionally. If you feel you don't check off every qualification in the job description, we encourage you to apply either way. We will do our best to match you with the right job, whether it's this one or a future role.

If this sounds like you, join us!

Who we are

We're the tech-powered customer experience (CX) company that's creating game-changing journeys for our people and our clients and their customers.

Our people around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

In short: You will be joining over 440.000 passionate game-changers across more than 70 countries that strive to enjoy every day, while making a difference for the people they help every day! And we will offer you a fun and challenging job that will allow you to develop and grow.

We are an equal-opportunity employer

We are committed to equal employment opportunities for all candidates and a work environment free of discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and personal qualifications, without regard to gender identity, age, religion, ethnicity, family or parental status, or any other classification protected by applicable national laws.