We need a customer assistant specialist to provide live call answer services in German for 3-5 small web stores currently operating in the Netherlands, expanding to Germany.
Each web store sells only a single product.
Estimated phone volume is between 5-7 calls per day per website for a total of 15-20 calls per day. Each call lasts between 2-5 minutes.
- Monday - Friday between 9.00 - 17.00 CET
- A template with FAQs will be provided for you for each of the web stores and its products
- All calls will be recorded and the recordings reviewed.
- Must be a fast, reliable internet connection for Voice over IP client or provide a reliable phone number. Must use their own headset connected to the computer for voice calls.
- Answer product related questions
- Respond to inquiries about delivery
- Take notes and document all calls in CRM system (Zendesk or other)
- Capture email address and personal information for follow up
- Expertise working over the telephone in requested language: German & English
- Additional languages desirable.
- Ability to optionally work (optionally) of the required hours is welcome
This is project where you need to be flexible about the requirements. At the same time you are answering calls, we are building a software system to work to help answer those calls. Requirements are sure to change, but you will have an opportunity to accept/decline any scope of work changes with no impact to your job rating.
We are looking for a long-term partnership to grow out of this project. There is some possibility of expansion to email and chat. Also additional languages.