Note: The job is a remote job and is open to candidates in USA. Crescendo is a company focused on delivering exceptional customer experiences in the AI era. They are seeking a motivated German–English Bilingual Customer Support Specialist to provide high-quality support to a global children's entertainment company, assisting families with product usage, orders, and inquiries across email and chat.
Responsibilities
- Provide outstanding customer experience across email and live chat in both English and German
- Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting
- Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)
- Consistently achieve individual and team performance goals
- Demonstrate strong understanding of policies, processes, and product guidelines
- Work cross-functionally to resolve complex customer issues efficiently
- Collect and share customer insights to improve product experience and service quality
- Identify recurring issues and escalate trends for timely resolution
- Proactively collaborate with internal teams to improve workflows and customer experience
- Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)
- Support additional tasks as assigned by the Customer Happiness Manager
Skills
- 1+ years of experience in a customer service or support role
- Fluent German and English communication skills (written and verbal)
- Strong organizational skills and ability to work across global/time-zone distributed teams
- Friendly, calm, and customer-focused personality
- Strong problem-solving and critical thinking abilities
- Proactive, collaborative, and solution-oriented mindset
- Active listener with strong attention to detail
- Quick learner with the ability to adapt to new systems and processes
- Experience in consumer goods, toys, electronics, or subscription-based products is a plus
- Experience with Zendesk or similar customer support tools is an advantage
Benefits
- Hybrid working arrangements
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Access to free posture-based fitness workouts from home
- Training and professional development opportunities
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
Company Overview
PartnerHero provides companies with staffing customer experience and software development fields. It was founded in 2014, and is headquartered in Boise, Idaho, USA, with a workforce of 1001-5000 employees. Its website is https://www.partnerhero.com/.