German Speaking Customer Support for Streaming TV & Movie Services Department - job 1 of 2

As a German Speaking Customer Support Representative at Mercier Consultancy, your main responsibilities include responding to customer inquiries in German through various communication channels such as phone, email, and chat. You'll assist clients with issues related to account management and streaming services, documenting all interactions within our CRM system. Collaborating with technical and product teams to troubleshoot complex problems and providing updates on new content and service features will also be part of your role, ensuring a better experience for our users.

To qualify for the German Speaking Customer Support position at Mercier Consultancy, candidates should have fluency in both German and English, with strong written and verbal communication skills. Ideally, applicants should also have previous customer support experience, preferably in the streaming or entertainment sectors. Problem-solving abilities, attention to detail, and a proactive approach to customer satisfaction are crucial attributes for success in this role.

Yes, while Mercier Consultancy welcomes entry-level applicants, previous experience in customer service can be advantageous for the German Speaking Customer Support role. Familiarity with supporting customers in the streaming or entertainment industry is a plus, as it prepares you to handle inquiries and issues more efficiently, contributing to a positive customer experience.

Mercier Consultancy offers a comprehensive benefits package for the German Speaking Customer Support role, including a competitive monthly salary and a performance bonus. Employees will also enjoy a fully paid relocation package covering flight, transfer, and hotel accommodations. Additional perks include health and private health insurance, two extra salaries per year, support in finding accommodation, fully paid training, and even a free Greek course.

For the German Speaking Customer Support position at Mercier Consultancy, familiarity with customer support tools and technologies is beneficial. Ideally, candidates should have experience using CRM systems for documenting interactions, as well as a general understanding of communication platforms used in customer support scenarios. Adaptability to new software and technologies is key in providing effective support to our clients.

In handling a difficult customer inquiry, it helps to remain calm and empathetic. Start by actively listening to the customer’s concerns to fully understand their issue, acknowledge their feelings, and reassure them that you are there to help. Provide clear and concise information on how you can assist and follow up to ensure their issue has been resolved, emphasizing your commitment to customer satisfaction.

Discuss any relevant customer service experience, particularly those roles where you communicated effectively with clients. Highlight experiences that showcase your problem-solving abilities, fluency in both German and English, and adaptability in fast-paced environments. Specific examples of resolving customer issues successfully can greatly enhance your response.

Express your passion for entertainment and how you enjoy helping others navigate their viewing experiences. You could mention your love for movies and shows, and how you see customer support as a way to contribute positively to the enjoyment of others. Demonstrating enthusiasm for the role and industry helps convey your genuine interest.

When documenting a customer interaction in a CRM system, it's important to log vital details such as the customer's name, the nature of their inquiry, steps taken to address their issue, and the outcome. Be concise but thorough, focusing on key points that could be helpful for future interactions. This ensures continuity in customer service and aids teammates in understanding the customer’s history.

To keep a customer engaged during a support call, utilize active listening and ask clarifying questions to show that you are attentive to their needs. Share relevant information about new features or content while addressing their concerns to turn the call into an informative session. Friendly tone and ensuring the customer feels valued and heard can significantly enhance engagement.

To manage stress during busy periods, prioritize time management and break tasks into smaller, manageable parts. Utilizing breathing techniques or quick stretching can help maintain focus and calmness. It's also important to maintain a positive attitude and remember that providing quality service to each customer is the goal, even during high-pressure situations.

Discuss any specific customer support tools or technologies you have used in past roles, such as CRM software, helpdesk solutions, or ticketing systems. Emphasize your adaptability and willingness to learn new technologies if you haven’t used specific ones before. Being open and eager to explore new tools shows a proactive approach to enhancing your skills.

Staying informed about changes in products or services involves regularly reviewing company communications, participating in training sessions, and collaborating with team members. Engaging in discussions with peers and seeking feedback can also provide insights into new content or features, keeping you knowledgeable for your customers.

If you encounter a question that you don’t know the answer to, it's important to remain calm and reassure the customer that you will find the information they need. You can either research the issue promptly or escalate it to a colleague with the appropriate expertise, ensuring to follow up with the customer after gathering the correct information.

Customer feedback is crucial in the role of a German Speaking Customer Support Representative as it provides insights into user experiences and expectations. Gathering feedback can highlight areas for improvement in services, allowing the company to enhance customer satisfaction continuously. Express your understanding that listening to customers is vital for delivering exceptional support.