Customer Service Associate

Who you are

• You are eager to get your foot in the door and embrace the fast-paced buzz of the media world
• Working for a global leader in digital content, supporting successful sales teams excites you and you thrive in a fast-paced, service-oriented environment where terrific customer support is critical
• In this role, you would be responsible for providing service to inbound customer enquiries that are service-related and delivering administrative assistance and general support to the sales team
• Your goal is to help our customers, internal and external, work smarter
• You’re an excellent communicator across multiple mediums like phones, chat, and email, and are focused on solving problems in a manner that enhances the overall customer relationship
• Strong interpersonal, organisational and communication skills
• Relevant customer service experience
• Strong attention to detail
• Strong customer service skills and the ability to build and maintain relationships via telephone and email
• Proficient computer literacy (internet, Microsoft Office Suite including Word, Excel, PowerPoint, Outlook, etc.)
• Strong desire to learn
• Fluency in written and spoken German and/or French and English (C1 Level or above both written and verbal in both languages)
• Ability to gather prospect and client information and to identify potential sales opportunities
• Ability to effectively manage time & complete multiple tasks in fast-paced environment

What the job involves

• The Customer Service Associate is responsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshooting. This role also is responsible for sales of inbound accounts through inbound communication channels
• They receive telephone calls/email/chat to handle all aspects of sales, including price quotations, product and licensing information, solicitation, negotiation, and problem resolution. Collaborates with sales team by providing administrative assistance and general support
• The Customer Service Associate use various computer systems to enter and track invoices as well as customer and sales data. This position is key in growing customer relationships and vital to our team
• Receive and process inbound sales queries from clients via the phone, email and online chat
• Sell to customers and engage them in discovery activities that determine their needs, suggests relevant products and services, and gather relevant customer information
• Encourage and enable customers to self-serve
• Process, track, code and handle invoices and internal reports in a timely and accurate manner through the use of various computer systems
• Provide creative solutions and strive to find more productive and efficient ways to process, track and handle invoice processing
• Assist the sales team with other paperwork and administrative needs to enhance and streamline the workflow within the department
• Answer phones promptly to ensure customers receive timely service and direct the customer to the appropriate sales person to assist them with sales queries
• Handle customer requests for services related to password resets, download issues, technical questions, etc
• Create research Customer Relationship Management (CRM) tickets

Benefits

• Healthcare Coverage and benefits
• Work‑Life Balance and Remote Flexibility (dependent on region)
• Time‑Off for rest and recovery
• Well-being programs and resources
• Global Employee Assistance Program
• Retirement benefits
• Life insurance
• Financual education and planning
• Employee Stock Purchase Plan, subject to eligibility
• Professional and leadership development, mentoring, and learning programs
• Employee Resource Groups
• Team, local, and global morale‑building events and celebrations
• Open forums rooted in transparency
• Donation matching and volunteer days