At a Glance
- Tasks: Provide exceptional customer support and build relationships with clients worldwide.
- Company: Join a dynamic team at OpenTable, where your voice matters.
- Benefits: Enjoy generous leave, paid volunteer time, and mental health support.
- Other info: Flexible work environment with opportunities for growth and development.
- Why this job: Make a real difference by helping customers and restoring their faith in our service.
- Qualifications: Fluent in German and English, with a passion for helping people.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!
Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service.
- Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with)
- Provide outstanding service
- Know your limitations and when you should ask for assistance
- Own the resolution to the problem; don’t leave the customer hanging
- Accurately and efficiently log all contacts in our CRM (Salesforce)
Our UK Customer Support function operates from 07:00 - 20:00, 7 days a week, 365 days a year. Our Customer Support Representatives work 5 days a week, working 8.5 hour shifts (including break time) - the earliest shift is 07:00 - 15:30 & the latest is 11:30 - 20:00. Once you join, you’d be assigned a set shift, so it’s important to be fully flexible with the days & times you can work. The team work 3 days a week in the London office (Tues, Weds & Thurs). You’ll be required to work public holidays & on weekends too (usually Saturday or Sunday). While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters.
Benefits
- Generous parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings
- Work from (almost) anywhere - wherever you do your best work
- Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge
Qualifications
- The most important thing you can bring to this role is a real passion for helping people.
- There is some technical nature to the role, but if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest.
- If you come with some computer networking or technical knowledge, even better.
- We can only consider candidates who are able to speak and write in both German and English to a fluent/native level.
- You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions.
- You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up.
- Value your integrity, and respect the trust our customers place in OpenTable’s products/brands and would never lie to our clients just to make them happy.
- You use your experience and personality to provide excellent service.
- You are not only receptive to feedback, but you actively seek it, and look for ways to implement it.
- You enjoy the flexibility and challenges that come with a script‑free environment.
- You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there).
- You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience).
- You have strong communication skills: active listening, writing/typing, informal communications.
- Have experience using current Microsoft Windows and Apple operating systems.
- Restaurant/hospitality experience (or even just being a “foodie”) preferred.
- Excellent communication skills, with a bias towards customer service.
- You have 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment.
- You hold knowledge of iOS and Apple Hardware.
Customer Service Specialist (German Speaker) employer: OpenTable
OpenTable is an exceptional employer that prioritises employee well-being and development, offering generous benefits such as paid volunteer time, mental health support, and enriched learning opportunities. With a vibrant work culture that encourages flexibility and creativity, our Customer Service Specialists thrive in a collaborative environment while engaging with a diverse global customer base from our London office. Join us to not only enhance your career but also to make meaningful connections in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist (German Speaker)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OpenTable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OpenTable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist (German Speaker)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OpenTable:Your cover letter is your chance to shine! Tell us why you want to work at OpenTable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OpenTable!
How to prepare for a job interview at OpenTable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
