Customer support specialist GERMANY / DACH

Munich (Ref: DACH_CS_107)

Missions and responsibilities

You will join a global customer support team which is dedicated to a high customer satisfaction experience through a group of experts handling worldwide customer inquiries. Embedded into an international team organization, you will act from our recently opened office in Munich.

Main Activities:

  • Response to customer inquiries across our established communication channels (problem ticketing Tools, email and phone)
  • Ensure escalated inquiries have been resolved and that the customer is satisfied with the outcome
  • Meet pre-defined SLA’s, ensuring the customer requests have been fully resolved to their satisfaction
  • Analyse and investigate the details of the customer’s inquiry and undertake the necessary action and research to respond accurately and completely while maintaining SecuTix processes and policies
  • Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve and keep customer informed of the progress
  • Point of contact for accounts with Premium support status (regular reviews, jour fixe, etc.)
  • Identify the root cause of customer issues and take actions to prevent future disruptions or failures
  • Encourage and guide customers to fully utilize the SecuTix system autonomously
  • Handle complex customer issues with patience and perseverance
  • Support the local DACH Team with feedback and expertise
  • Give regular feedback on GAPs, potential improvements (product and processes) and market observations

Skills

You will need to show:

  • SQL: Programming language for querying, manipulating and managing databases
  • Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met
  • Write and communicate clearly and effectively when responding to a customer request with a keen focus on customer satisfaction
  • Resourceful and creative when solving problems and developing ideas
  • Resilient and considerate also under stress situations
  • Adapt and learn new technology quickly and easily, including new applications and tools
  • Curious and passionate about learning new skills and subjects
  • Display a service/support-oriented attitude to ultimate customers
  • Customer satisfaction oriented
  • Languages: German (Native/fluent) and English (Fluent), French is a plus

Work Experience

  • More than 5 years’ experience as Customer Support specialist in a IT service company or comparable positions within the ticketing or travel industry

About SecuTix

SecuTix is product company member of the Elca group from Switzerland. Our main offices are in Switzerland, Vietnam, France, England, Spain and more to come.

SecuTix is an Agile product company delivering a SaaS-cloud based Ticketing Engagement Platform that helps cultural, entertainment and sports organizations to increase sales and engage directly with their audiences.

We are serving more than 150 customer sites with a spot on customer attitude and startup mindset. SecuTix is headquartered in Lausanne Switzerland, we have 5 sales offices located in Lausanne, Paris, London, Madrid and Munich.

SecuTix is the recent winner of 2 of the 3 greatest sports tournament and our ticketing platform is used by leading museums, sports clubs and stadiums, live entertainment, festivals, parks and cities all over Europe and among our flagships are Opéra National de Paris, UEFA, Euro 2016, the Centre Pompidou in Paris, Picasso Museum, Stade de France and more.

We provide: Collaborative and stimulating company culture, fast career path, autonomy and responsibilities, learn on the job with excellent peer support, Swiss grade work organization and quality, friendly international working environment with frequent interactions with Switzerland/France/England/Spain, travel opportunities and more.

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