Customer Care Agent (Part-Time)

☞ Care With Care

View: 146

Update day: 07-10-2024

Location: Berlin

Category: Sales Executive management Part-time

Industry:

Job type: Teilzeit

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Job content

About Care With Care

At Care With Care (CWC), we are passionate about what we do. Our mission is to narrow the 60.000+ nurse shortage in Germany by recruiting and training un- or under-employed nurses around the world and offering them reliable work at prestigious German healthcare institutions. Care With Care gives professionals - independently of where they were born - the opportunity to start a fulfilling new life abroad. It also provides employers with reliable staffing solutions, making the German healthcare system more robust. Our goal is to provide a transparent and sustainable service to our clients with a focus on fair and dignified working conditions for the candidates.
Care With Care is a growing, agile and international start up in Berlin. We work with experienced local partners who recruit and train candidates in their home countries, including the Philippines, Costa Rica, and Tunisia. If you are a mission-driven person who enjoys taking ownership of projects, likes to learn and wants to have impact through their work, you might be in the right place!

Your role

The Customer Success Associate is a dynamic and motivated customer service professional committed to and responsible for providing high quality service and support to Care With Care Candidates. The role consists of two primary tasks: Candidate screening and customer service. You are the frontline of customer communication and are able to build an excellent rapport with Candidates and support them throughout their entire customer journey from their home country to Germany. Your role will primarily support Candidates from English and Spanish speaking countries. Customer communication will be primarily via email and phone, though other forms of member interaction may be required, live chat and SMS.

Position can be remote, but requires up to a week of in-house training and the ability to come into the office 1-2 times each quarter for training purposes.


Hours/Scheduling Requirements

  • Part-time - 10-20 hours a week
  • Hours required are anytime between 9am to 12pm

Your specific duties and responsibilities

  • Provides timely follow-up and resolution to customer issues
  • Resolves issues according to policies.
  • Quickly and efficiently escalates non-routine issues per defined escalations policies.
  • Educates customers on CWC program, services, and policies
  • Assists customers with procedures, general inquiries, the CWC platform, and how the program works
  • Enters detailed information in the company CRM and ticket management system for every issue handled.
  • Screen, proofread, and edit candidate account information, documents and profiles
  • Conduct screening and account verification calls for new applicants
  • Adhere to schedule and time tracking guidelines
  • Report system issues and concerns in a timely manner
  • Assist with special projects as needed

This is what you should bring with you in order to be successful

  • Minimum of 1 year of experience in a customer service role, call center experience
  • Excellent customer service skills and verbal communication
  • Excellent computer skills.
  • Experience with CRM programs such as Salesforce, Zendesk, Zoho, is preferred, but not required.
  • Languages - Communicate effectively via email or phone in both English and Spanish, German is a plus
  • Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
  • Interpersonal skills - the individual speaks clearly and confidently, and with empathy and understanding of the members’ situation, whether positive or negative.
  • Written communication – must have excellent writing skills, the individual edits work for spelling and grammar, and as needed, presents numerical data.
  • Adaptability - the individual adapts to changes in the work environment or schedule, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  • Dependability - the individual is consistently at work and on time, responds to management direction and solicits feedback to improve performance.
  • Ability to establish priorities, work independently and efficiently, take initiative in offering additional assistance to Member Care and Operations team


What we offer you:

You will work in an international, fast-growing, exciting social business with experienced, highly motivated and nice colleagues. You will change the world a little bit for the better. We recognize your potential and support your professional development. We want you to take chances, feel ownership, build new things and grow - and have fun doing so.
In addition, you can look forward to
  • exciting tasks with a high level of personal responsibility
  • intensive training and regular feedback to help you develop further
  • a responsible job, because with our caregivers we relieve the health care system and secure the lives of families at home
  • an international team in a startup atmosphere with the chance to bring your ideas to the table and implement them
  • flat hierarchies and a great working atmosphere
  • an attractive, fair compensation and various benefits like regular team events, lunch meetings, employee discounts on e.g. Urban Sports Club, Adidas and co.
  • a nice office on Warschauer Straße in Berlin, healthy snacks and an office dog

Care With Care supports diversity all over the world and is looking for employees who are just as diverse. In doing so, CWC is an equal opportunity employer and recognizes the strength of diverse workforces and encourages applications from individuals with different experiences, perspectives and backgrounds.
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Deadline: 21-11-2024

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