Customer Care Representative (French speaking)

Customer Care, Karlsruhe, Germany

CUSTOMER CARE REPRESENTATIVE

ABOUT LOGMEIN

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

You will be working in a beautiful, modern, and collaborative environment in our brand new office in the Kreativpark area "Alter Schlachthof" of Karlsruhe, Germany. Adjustable sit/stand desks, bean-bag chairs, and whiteboard tables will enable you to be productive in comfort while working with a team or individually. Amenities such as foosball, gaming systems, shuffleboard, and darts give us lots of opportunities to have fun together. Moreover, there’s plenty of free coffee, soft drinks, and snacks that you can enjoy in our kitchen or on the gorgeous rooftop terrace.

ABOUT ROLE

The Customer Care Representative provides quality customer service and first-level technical support (via phone and email) to LogMeIn’s customers to educate customers on product usage and resolve first-level application/customer system issues.

RESPONSIBILITIES
  • Answers incoming support and billing-related phone calls from new (pre-sales) and existing (post-sales) customers; reads and responds to email messages from new and existing customers; retrieves and replies to voicemails from new and existing customers; meetings established call-center metrics and call-quality standards
  • Works on issues that range from answering product questions to providing basic to moderately complex technical support when caller is having trouble using a product
  • Provides instruction on use and application of products; answers questions; issues temporary passwords; asks questions to determine customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers
  • Meets or exceeds minimum Level One performance measurement goals for number of cases created per calls taken, ACD metrics and email production (number of responses)
  • Meets or exceeds minimum quality standards
  • Records details of all calls into the Salesforce.com iCare Case Management System
  • Responds to pre-sale customer inquiries to determine appropriate product and pricing; requests promotional pricing from management; recognizes new business opportunities and forwards to Corporate Sales Development; may attempt to close the sale if appropriate
REQUIREMENTS
  • 1+ years Customer Service experience typically required; Contact Center, Technical Support or computer-related retail experience desired
  • Fluent in French and English, additional European language is a plus: Fluent English plus fluent German, French, Italian or Spanish (additional European language is a plus)
  • Exposure to networking, using various browsers, PC troubleshooting, firewalls and proxy servers
  • Call center and customer support via email experience a plus
  • Ability to gauge support to caller’s skill level and technical knowledge a plus
  • Some experience with troubleshooting and solving issues in a fast-paced environment strongly desired
  • Demonstrated ability to listen, assess, determine and communicate corrective measures
  • Knowledge of CRM applications desired
  • Experience communicating with customers via telephone and email using good written and verbal communications skills
  • Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired
OUR VALUES
Be Accountable - even when no-one is looking
Thrive Together - greatness comes from unlocking each other’s potential
Advance Confidently - we find opportunity and act on it
Collaborate Openly - our whole is greater than the sum of our parts
Engage Fearlessly - we speak up and listen