Customer Support Agent FR (f/m/d)

ABOUT US:

fotograf.de/GotPhoto is the market-leading workflow and sales solution for professional photographers in Europe and has a strong footprint in the US market.

We move the world of kindergarten and school - and nursery photography from analog to digital, making the life of our photographer clients easier and their business more successful. We are reviving an industry in which changes are long overdue.

Today we have built a profitable business and, together with our international brand GotPhoto, we are one of the world's most important players in school and kindergarten photography.

- We are trying our best to be an Equal Opportunity Employer -

If you aren’t completely confident that you fit our exact criteria, please reach out anyway: we’re at least as interested in your character as in your talents!

Your Mission:

We are not dealing with a typical "call center job". Fotograf.de is a relatively complex and technical software product with a strong B2B focus. Customer service for us is not about the mindless processing of inquiries over and over again, but about actually helping our french customers and advising them with an extremely high quality to satisfy them to the fullest extent. Those are our values and you would be responsible to live them.

Your Role:

With us, you are a part of a small team, far from the typical call center atmosphere. As a customer service representative, you can respond to our customers' questions in a cordial manner by e-mail or telephone. You take over complete care of each customer and handle complaints.

• Support: You will be answering complex customer questions and enquiries related to our product via phone and mail (Zendesk, Aircall) in French
• Customer Satisfaction: You are taking over complete care of each customers request, handle complaints and work together with other departments to ensure customer satisfaction
• First Level: You represent the company and you are first contact role for customers
• Documentation: You keep our internal CRM system up to date and document everything special
• Responsibility: You Take ownership of customer issues and follow issues through to resolution to improve customer relationships

Your Skills:

You have a good understanding of the customers' needs and can develop individual and quick solutions. In addition, you bring the following requirements:

• Knowledge: You already have relevant experience in (technical) customer support in a Startup or in another SaaS environment
• Communication: You have excellent English language skills and very good spoken and written French skills
• Independence: You have the willingness to work and act conscientiously, on your own initiative and in a structured manner
• Tech- Ability: You have good technical understanding and used MS Office before. Ideally, you already worked with a Ticketing-System
• Understanding Customers: You are characterized by a professional friendly and confident appearance and offer excellent knowledge of human nature
• Optional: You are interested in photography, in the best case you are a photographer yourself

With us, you can look forward to this:

• Be part of an international team (80 employees) with an established brand in Europe and strong growth in the USA
• Competitive salary and benefits package, sports membership discount
• Structured development process- everyone has the same opportunities to grow and learn and an annual training budget (500€)
• Structured feedback process - at regular intervals you have 1: 1 with your team leader and development meetings every six months
• Flexible working hours - we trust that you will invest your time correctly
• Fully remote work in Germany possible
• Connect - inside and outside of work through regular team events, knowledge sharing, and team holidays including a trip to our headquarters in Berlin
• monthly lunch money after trial period
• Work equipment will be provided by us

Start should be asap. Our French support role is temporary until July 2022. After that, it is possible to move into our other Support Teams ​for UK or DACH. This position is possible full time and part time.

That is the challenge, You're looking for?

We are looking forward to Your application including your availability.

Your Personal recruiter for this role is Chris([email protected]).

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More information on why to work with us, our team, and journey as a company: https://www.fotograf.de/jobs