Job Description
Summary of the Role
We are seeking a highly skilled Customer Service Agent to serve as the first point of contact for users in App Stores, responding to customer queries and providing support about our client's products.
The ideal candidate will help maintain a positive brand presence by moderating and responding to reviews, inquiries, and other user-generated content. Additionally, they will promote a safe and positive environment on our client's platforms and apps, following guidelines to ensure consistency and quality of service for the German market.
Main Responsibilities:
* Actively monitor and engage with customer reviews and queries in App Stores, providing clear and helpful responses about our client's products.
* Respond to potential customers via chat, email, direct messages, and app store review sections.
* Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo.
* Moderate reviews and comments on our client's apps and platforms, ensuring content adheres to brand guidelines and policies.
* Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
* Work closely with our client to ensure their app communities are safe and align with brand values and user guidelines.
* Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
Requirements:
* A High School Diploma or equivalent.
* A personal PC/laptop with a working webcam.
* MUST be at C1 or C2 level in German, B2 level will also be considered. Actual certification is not mandatory but is good to have.
* MUST be able to understand different nuances, sarcasm, etc. in German.
* Fluent in English both written and oral.
* General knowledge and interest in various social media platforms.
* A good working home environment with a stable internet connection.
* Customer Service skills with experience of working in a non-voice account.
* Experience as a content moderator / engaging in all social media platforms is a plus.
* The ability to work an 8-hour shift, Monday - Friday, weekends off.
About Us:
* We offer a 100% remote position.
* Continuous learning experience & career growth opportunities.
* Competitive compensation based on location market rates.
* A great opportunity to work with some of the world's coolest and most innovative brands.
* A welcoming environment where even your feedback and suggestions are all being taken into consideration.
* Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds.