Customer Success Associate (m/f/d)
About Care With Care
At Care With Care (CWC), we are passionate about what we do. Our mission is to narrow the 60.000+ nurse shortage in Germany by recruiting and training un- or under-employed nurses around the world and offering them reliable work at prestigious German healthcare institutions. Care With Care gives professionals - independently of where they were born - the opportunity to start a fulfilling new life abroad. It also provides employers with reliable staffing solutions, making the German healthcare system more robust. Our goal is to provide a transparent and sustainable service to our clients with a focus on fair and dignified working conditions for the candidates.Care With Care is a growing, agile and international start up in Berlin. We work with experienced local partners who recruit and train candidates in their home countries, including the Philippines, Costa Rica, and Tunisia. If you are a mission-driven person who enjoys taking ownership of projects, likes to learn and wants to have impact through their work, you might be in the right place!
Your role
The Customer Success Associate is a dynamic and motivated customer-centric professional committed to and responsible for providing high quality service and support to the CWC community. You will be the frontline of customer communication and will work to build an excellent rapport with both Candidates and Employers quickly. You will develop and maintain long-term business relationships by serving as an internal advocate and liaison for the team. Customer communication will be primarily via email, though other forms of customer interaction may be required, including social media or phone. You will support the Operations team in determining and implementing the most effective communication channels for our customers across their user journey.The Customer Success Associate is also responsible for identifying customer issues and providing solutions and recommendations to improve customer experience and engagement. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction in order to promote retention and loyalty.
Your specific duties and responsibilities
- Be an expert on the CWC service, operational policies and procedures
- Assist and educate employers and candidates on CWC services, process, communicate updates
- Provide timely follow up and resolution to any user issues
- Take initiative and offer creative, solution-minded approaches to problem solving
- Quickly and efficiently escalate non-routine issues
- Manage daily queue of cases and tasks
- Track actions and enter detailed information in the company CRM system for each customer interaction
- Recommend improvements to processes, applications, policies, etc. to increase efficiency and quality and improve overall customer experience
- Assist in the development and improvement of internal operations systems
- Assist with special projects as needed
- Communicates effectively with peers, staff and senior leadership
This is what you should bring with you in order to be successful
You will be successful with us if you bring the following qualities:- You're known for your drive for success, your independent work ethic, and flexibility
- You are a 'people person' and have excellent customer service skills with a continued focus on how to help customers
- You have excellent computer skills and ability to learn and adapt quickly
- You are a problem solver and identify and resolve problems in a timely manner, gathering and analyzing information skillfully and maintaining confidentiality
- You have good interpersonal skills and can communicate clearly and confidently, with empathy and understanding of other people's situation, whether positive or negative
- You are adaptable and can adjust to changes in the work environment or prioritization
- You can manage competing demands and are able to re-prioritize, deal with frequent change, delays or unexpected events
- You are dependable and consistently at work and on time, responds to management direction and solicits feedback to improve performance.
- You must be positive, goal oriented and able to work well independently or on a team
Additionally you bring with you:
- Have experience working in customer-oriented role
- Have experience with a CRM program such as Salesforce or Zoho, but not required
- You speak fluent German and English - and Spanish would be a plus
- We assume you have good MS Office skills, especially Excel
What we offer you:
You will work in an international, fast-growing, exciting social business with experienced, highly motivated and nice colleagues*. You will change the world a little bit for the better. We recognize your potential and support your professional development. In addition, you can look forward to- exciting tasks with a high level of personal responsibility
- intensive training and regular feedback to help you develop further
- a responsible job, because with our caregivers we relieve the health care system and secure the lives of families at home
- an international team in a startup atmosphere with the chance to bring your ideas to the table and implement them
- flat hierarchies and a great working atmosphere
- an attractive, fair compensation and various benefits like regular team events, lunch meetings, employee discounts on e.g. Urban Sports Club, Adidas and co.
- a nice office on Warschauer Straße in Berlin, healthy snacks and an office dog
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