Customer Service Representative

Location: London/Stockholm

Working Hours: Monday to Friday - 3 days in the office

Are you passionate about delivering excellent customer service? We are too! We are currently hiring a Customer Service Representative to support our global clients in a professional business-to-business (B2B) environment in the technology and internet/web services industry. As a Customer Service Representative, you will act as the primary point of contact for clients who require assistance with CSC’s internet products and services. You will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance.

You’ll work directly with enterprise B2B clients and will partner with our internal teams at CSC to provide support that will ensure our client’s domain portfolios and digital assets are secure. If you’ve worked in the retail, hospitality & tourism, patient services or restaurant industries, you know what it takes to keep clients happy and satisfied while working in a fast-paced, high-volume environment. Our service professionals are empowered to solve client inquiries and problems quickly and professionally. We provide the training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service.

Some of the tasks you will be responsible for:

• Client Support: Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.
• Client Relationships: Build and maintain client relationships by understanding the unique needs of each client.
• Issue Resolution: Troubleshoot and resolve customer order requests and inquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.
• Escalation Management: Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
• Product Knowledge: Be a trusted partner for your clients by developing and maintaining an in-depth understanding of our services, and to communicate industry changes and new product offerings.
• Team Collaboration: Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.
• Performance: Understand and strive to meet or exceed metrics that are designed to help us achieve our industry-leading client service support as evidenced by our world-class Net Promoter Score (NPS) results.

What technical skills, experience, and qualifications do you need?

• Must be fluent in both English and German. Any additional language skills would be a plus.
• Experience working in a customer-centric environment, industry and/or role.
• Effective written and verbal communication skills.
• Ability to think critically and be solution-oriented.
• Strong Microsoft Office skills including MS Excel, Word, and Outlook.
• Ability to learn, adapt to, and discuss new technology.
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers.
• Ability to work independently, as well as on a team.
• Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment.
• Previous experience of producing quality results with high attention to detail.
• Ability to be direct, open, and honest when communicating with clients and co-workers.
• Bilingual skills are a plus.

What You Can Expect from Us

Our business is exciting, ever-changing, and highly focused on creating the best client experience. If this sounds like the right fit for you, read on to learn more about how we support our employees as they transition into Digital Brand Services:

• Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training.
• An on-team mentor to provide additional day-to-day support during your onboarding.
• Collaborative team environment.
• Supportive leaders committed to your professional development and growth.
• Complimentary access to Open Sesame, monthly job-related recurrent training, and more.
• Flexibility for our employees by offering a hybrid work schedule.
• A clear vision, mission, and values centered around our promise to provide world-class service to our clients.