As a Order Management and Technical Support Specialist, you will be the initial point of contact for domestic & international customers, end users, resellers and installers. You will be the first point of contact for end consumers, handling a spectrum of enquiries around direct to consumer order processing, returns, service & warranty and product availability. On the Technical aspect, a large component of the role surrounds replicating and investigating issues and working to identify root cause and in turn resolution.

► Your daily tasks:

• Provide first line support to B2C customers on Massimo Consumer's online portfolio of products via multiple contact channels
  
• Answer questions from existing and prospective customers about availability, features, order processing including payment, returns, cancellations, refunds and lost in transit matters
• Action return requests and refunds in a smooth, timely and customer centric manner
• Ensure customer satisfaction through end-to-end management of each request
• Answer inbound contacts from customers (or potential customers) who have questions and/or need help with consumer electronics, help with troubleshooting, identify and escalate priority issues to next-level support when appropriate.
• Work with all operating systems (Mac, Android, Windows and iOS)
• Act as an advocate for our customers and be empathetic in all customer interactions

► Desired knowledge:

• Customer service oriented with excellent listening, written and verbal communication skills
  
• Problem-solving and critical thinking skills
• Have excellent attention to detail on all contact channels
• Effectively interact in a professional and courteous manner with customers
• Prioritize and effectively manage time and workload
• Positive attitude and excellent interpersonal skills
• Must be computer literate and work effectively with windows-based computer systems
• Demonstrate initiative and interest in self-development

Requirements

Languages we are looking for:

• German C1 + English B2
• Dutch C1 + English B2

• Customer service: 2 years; technical knowledge support is a plus
• Previous experience in a Direct to Consumer support role would be advantageous but not essential
• Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software
• Knowledge of home Audio/Visual equipment, connections and audio/video formats
• Knowledge of Mac/PC, Android and iOS operating systems

Benefits

• Start date: March 2023
  
• Permanent Contract (Indefinite)
• Working hours: full-time (40 hours per week)
• Meal e-voucher - fully covered 5,5 EUR/ per working day based on attendance and working hours
• Commuting Allowance – €50 per month
• Paid 5 extra days (contingency days) per annum in case of emergencies and short-term absences
• Fully paid training that optimally prepares you for your job
• Outstanding work location and facilities in our brand-new offices in Bratislava
• Best in class people engagement activities and programs
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high growth environment

Salary: base salary 17 400 euro / gross per year
Join our family! CPM is all about people and we are well-known for our amazing workforce of diverse, talented professionals!
CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status
We're looking forward to your application!