Online Customer Care Representative with German Translation Skills Required
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Post a project like this3519
£10/hr(approx. $12/hr)
- Posted:
- Proposals: 5
- Remote
- #555084
- Awarded
Description
Experience Level: Entry
Estimated project duration: Ongoing
We are an online company that sells home, kitchen and sports products online primarily via Amazon across UK, Europe and USA.
We are expanding into Germany with a new product and we need to ensure we have German customer support setup to help all of our customers.
We are looking for a customer care representative who can support our current English speaking customers in the UK and USA and as we expand into Germany to also support our new German speaking customers.
We actively email and ask for feedback from our customers so a lot of the customer support is actually chatting with happy customers and if they have any problems we then do everything we can to fix them asap – our policy is to go above and beyond what the customer may expect – as long as we solve their problem quickly we very rarely have to deal with angry customers.
The job tasks will involve:
1) Solve any customer support issues, such as receiving faulty products, not receiving the shipment. – Usually this involves requesting Amazon to ship them a new product for free without requiring the customer to return the faulty product, or sending a full refund.
2) Technical Support – Customers may have questions regarding how to work some of the products and we always make sure we solve any questions they may have. (We do have knowledgebase articles and video tutorial support for some products)
3) Getting feedback from customers – We ask customers their thoughts about the product, make sure the customer is happy with their purchase and ask if they have any suggestions how we can improve. This can involve a few emails back and forth having a conversation with the customers.
4) Ongoing translations from English to German for product listings and any further documentation needed.
Requirements:
Excellent English and German reading / writing skills, preferably based in UK / Germany.
Job Length:
On average it takes us 30-60mins each day 7 days a week to answer customer support questions.
We find that some days may only have 10mins of support needed, other days 60mins. We could arrange to pay for 1 hour of work every day and if there are quiet support days we could then give you some German translation work to make up the rest of the hour, so there will always be 1 hour of work.
Ideally the candidate would be able to fit the support tasks in throughout their day and answer a customer question when it arrives. (We currently aim to answer within an hour – but they must be answered within 12-24 hours or we are penalised by Amazon).
On the weekends we still receive customer support questions; currently we tend to answer them in a single one hour session on the weekend rather than throughout the day.
Is this something you could help us with? Please feel free to contact me with any questions and get in touch if you are interested,
Many Thanks,
Lee
We are expanding into Germany with a new product and we need to ensure we have German customer support setup to help all of our customers.
We are looking for a customer care representative who can support our current English speaking customers in the UK and USA and as we expand into Germany to also support our new German speaking customers.
We actively email and ask for feedback from our customers so a lot of the customer support is actually chatting with happy customers and if they have any problems we then do everything we can to fix them asap – our policy is to go above and beyond what the customer may expect – as long as we solve their problem quickly we very rarely have to deal with angry customers.
The job tasks will involve:
1) Solve any customer support issues, such as receiving faulty products, not receiving the shipment. – Usually this involves requesting Amazon to ship them a new product for free without requiring the customer to return the faulty product, or sending a full refund.
2) Technical Support – Customers may have questions regarding how to work some of the products and we always make sure we solve any questions they may have. (We do have knowledgebase articles and video tutorial support for some products)
3) Getting feedback from customers – We ask customers their thoughts about the product, make sure the customer is happy with their purchase and ask if they have any suggestions how we can improve. This can involve a few emails back and forth having a conversation with the customers.
4) Ongoing translations from English to German for product listings and any further documentation needed.
Requirements:
Excellent English and German reading / writing skills, preferably based in UK / Germany.
Job Length:
On average it takes us 30-60mins each day 7 days a week to answer customer support questions.
We find that some days may only have 10mins of support needed, other days 60mins. We could arrange to pay for 1 hour of work every day and if there are quiet support days we could then give you some German translation work to make up the rest of the hour, so there will always be 1 hour of work.
Ideally the candidate would be able to fit the support tasks in throughout their day and answer a customer question when it arrives. (We currently aim to answer within an hour – but they must be answered within 12-24 hours or we are penalised by Amazon).
On the weekends we still receive customer support questions; currently we tend to answer them in a single one hour session on the weekend rather than throughout the day.
Is this something you could help us with? Please feel free to contact me with any questions and get in touch if you are interested,
Many Thanks,
Lee
Lee S.
100% (5)Projects Completed
9
Freelancers worked with
8
Projects awarded
59%
Last project
3 Jul 2017
United Kingdom
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