AdresseRetail Customer Support - Tier 2 (German and English speaking)
CentralNic team in Germany is looking for a Retail Customer support - Tier2 Professional to work closely with Technical Support teams in other countries
This will be a remote role and we are looking for someone who is based in Germany, ideally close to our offices in Saarland to allow for training.
This will be a remote role and we are looking for someone who is based in Germany, ideally close to our offices in Saarland to allow for training.
Key outcomes of the role
Key outcomes of the role:
- Provide technical support to customers via phone/email/chat relating to Domains/DNS/Registry/Transfers/Migrations.
- KPIs and SLAs are met during your shift.
- Escalate complex issues to Level 3 support.
- Process requests on behalf of our customers to activate, update and make changes as requested by the customer.
- Provide administrative support to enable customers to activate and use their products.
- Work through email support tickets, calls and/or live chat.
- Ensure that customer satisfaction is consistently maintained through timely and response to inquiries/calls.
- Upsell products to the customer base.
- Provide invoices/receipts for the services supplied to the customers, including currency conversion.
- Ensure all activities comply with global compliance requirements, legal requirements, ethical standards and Company policies and procedures.
- Liaise with other internal teams assisting with queries and emails.
- Actively participate in your own professional development and training.
About you
- Have a passion for customer service especially online with an excellent phone manner.
- Takes Ownership and demonstrates actions that ensure we achieve company ambition
- Bring strong technical skills.
- Bring demonstrable experience in problem solving and having a logical approach to your work.
- Fluent in spoken and written German and English.
Experience and skills that will help you succeed
- Successfully completed studies in computer science or a comparable qualification is ideal but not essential
- Demonstrable experience in and have a passion for Customer Service
- Industry Knowledge would be ideal - Domains, DNS, Registry, Transfers, Migrations
- Have prior knowledge of the ICANN policy would be ideal
What's in it for you?
There are many reasons to come on board our team of talented professionals, but here are just a few…
- We are collaborative, fair, consciously inclusive, and flexible
- We trust, value, and support our people to make the difference
- We believe that diversity of thought and experience provides the platform for innovation and creativity
- We invest in the development of our people to drive our ambitions forward
- We offer a range of benefits (including your choice of tech) and a competitive package
- We offer a great work environment in an internationally successful enterprise in the online services industry
If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at talent@centralnic.com
About CentralNic
We are an ambitious company founded in 1996 and listed on the London Stock Exchange (CNIC), which is growing quickly through acquisition. We live and breathe our values and are committed to the growth of our business that we achieve through the growth and development of our people. We are successful because we recognise that our people are at the core of everything we do. Our mission is to enable the global economy to achieve its online aspirations.
As the developer and operator of software platforms, we provide web presence services to customers in over 180 countries. We are a leading provider of tools required to create websites, use email, and secure business online. Headquartered in London, the Group generates revenue and income from the worldwide sale of internet domain names and hosting on an annual subscription basis. CentralNic is also currently expanding its monetisation offering to acquire traffic and optimise online marketing activities.
As the developer and operator of software platforms, we provide web presence services to customers in over 180 countries. We are a leading provider of tools required to create websites, use email, and secure business online. Headquartered in London, the Group generates revenue and income from the worldwide sale of internet domain names and hosting on an annual subscription basis. CentralNic is also currently expanding its monetisation offering to acquire traffic and optimise online marketing activities.
