At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home.
The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.
Customer Service Agent - bilingual English and German
Nr ref.: 00048970
What You'll Do
- Build a relationship with the customer
- Service customers with post-order issues (returns, replacements, refunds, delivery status, back ordered items, and any issues with fulfillment)
- Provide customer satisfaction working towards efficiency metrics, and issue resolution targets
- Identify areas of improvement and convey trends in customer calls to leadership
- Navigate multiple software applications and technologies simultaneously
- Use conflict management skills and maintain professional composure
What You'll Need
- Comfortable business level in verbal and written German & English, ideally C1
- Strong problem-solving skills and the ability to think analytically
- Excellent communication and relationship building skills
- Passion for helping others
- A successful track record working in a high-volume fast paced environment
- Ability to maintain internet speed of at least 25 Mbps (download) and 5 Mbps (upload)
- A workspace that is free from noise or distraction (Wayfair provides all necessary computer equipment)
- Available to commit to a fixed Monday to Friday 09:30 to 18:30 training schedule for the first 3 weeks
What We Offer You:
- Competitive Salary
- Pension
- Monthly Bonus
- Home office support contribution
- Gym Membership contribution
- Private Health Care Provider