Omnie
About The Role The role ensures a high standard of customer service by resolving concerns efficiently, maintaining accurate records, and supporting smooth communication between customers and internal teams. Responsible for providing timely, professional, and customer-focused support by managing consumer inquiries, complaints, feedback, and service requests. Role Description and Core Responsibilities Process and manage all types of consumer inquiries, including feedback, product suggestions, complaints, concerns, and general requests through ticketing software (Zendesk or similar platforms). Handle customer service cases from initial contact through resolution while ensuring timely responses and customer satisfaction. Maintain accurate documentation of customer interactions, resolutions, and case updates. Collaborate with internal departments to ensure customer concerns are resolved efficiently and effectively. Review, categorize, and monitor customer feedback trends to identify recurring issues and opportunities for improvement. Provide professional and friendly customer support via telephone, email, and digital communication channels. Coordinate customer request mailings and follow-up communications. Process quality-related notifications, customer orders, returns, and spare parts requests using internal systems such as SAP or other order management platforms. Professional Knowledge and Experience Excellent written and verbal communication skills in English and German (C1 level or equivalent). Degree, diploma, or professional training in business administration, customer service, communication, or a related field. Experience working with ticketing systems (Zendesk preferred) and customer relationship management tools. Familiarity with order management systems such as SAP is an advantage. Ability to understand and respond to family needs, customer expectations, and child-focused product concerns. Adaptable, reliable, and committed to delivering exceptional customer experiences Strong results-oriented mindset with excellent problem-solving abilities. Customer-focused approach with empathy and patience when handling sensitive concerns. Highly organized with a structured and detail-oriented approach to work. Skills and Competencies Strong proficiency in MS Office applications, including Outlook, Excel, Word, and PowerPoint. Minimum of 1 year of experience in customer service, consumer support, or a similar role. Strong teamwork skills with clear, proactive, and professional communication. Ability to manage multiple priorities while maintaining accuracy and service quality. Positive, solution-driven communication style with customers and internal stakeholders. Wage $10 USD/hour Schedule Agent 1 - 9pm - 6am , Sunday to Thursday PST Agent 2 - 10pm -7am ; Monday to Friday PST Job Type: Full-time Application Question(s): (REQUIREMENT) Please paste the link to your 1-minute voice introduction in German and English here. Work Location: Remote
Omnie
