Role Description Looking to take your customer support to the next level? Join our team as a Live Chat Agent! In this role, you'll respond to customer inquiries, resolve issues, and guide users through their journey, all while ensuring a seamless and positive experience. Your quick thinking and clear communication will help customers find the answers they need, making them feel valued and heard. As an essential part of the customer support team, you'll collaborate with other departments to provide accurate product information, troubleshoot problems, and manage requests in real time. Your efforts will directly impact customer satisfaction and help foster lasting relationships between our brand and our clients. - Respond to customer queries and concerns promptly and professionally. - Provide accurate information about products or services to customers. - Troubleshoot technical issues and provide appropriate solutions. - Escalate complex problems to the relevant department for resolution. - Maintain detailed and accurate records of customer interactions. - Identify and report emerging trends in customer issues to improve service. - Collaborate with team members to ensure consistent service delivery. - Uphold company policies and procedures during customer interactions. - Offer proactive assistance and guidance to customers to enhance their experience. Impact - Achieved an average customer satisfaction rating of at least X%. - Responded to X% of incoming chat inquiries within 30 seconds. - Resolved X% of customer issues during the first interaction. - Maintained a chat completion rate of X%. - Increased customer retention rates by X% within six months. - Reduced response time by X% through efficient handling of chats. - Improved customer feedback scores by X points on a monthly basis. Qualifications - Proven experience as a customer support representative or live chat agent. - Excellent written communication skills with a strong command of grammar and spelling. - Familiarity with CRM systems and live chat software platforms. - Ability to multitask and prioritize in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Empathetic and patient demeanor when dealing with customers. - Ability to work effectively both independently and as part of a team. - Willingness to work flexible hours, including weekends and evenings. Character Traits - Response Time Expert: Handles chat inquiries with speed and efficiency. - Issue Resolution Specialist: Resolves customer concerns on the first contact. - Completion Rate Champion: Ensures chat sessions are successfully completed. - Retention Builder: Strengthens customer loyalty and repeat business. - Efficiency Guru: Reduces response time through streamlined processes. - Feedback Improver: Continuously boosts customer feedback scores.

• Provide support to users of our FoodGenius software solution and assist employees of our company and our parent company, Glückliche Gäste GmbH • Maintain and service the IT infrastructure — both internally and at our customers' sites • Provide telephone support, including for complex requests, always with a solution-oriented approach • Participate in the on-call rotation with the team to ensure our service standards are upheld outside regular working hours

• Efficiently handle and resolve member inquiries and support tickets across various communication channels. • Take ownership of escalated support cases with urgency and professionalism. • Provide high-touch, personalized service for designated enterprise and strategic accounts. • Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements. • Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported. • Excel at de-escalating challenging situations with empathy, professionalism, and composure. • Serve as a supportive team player and empathizer within the team. • Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities.

• Seguirai i clienti a 360°, supportandoli dalla prima richiesta alla risoluzione finale su tematiche legate a ordini, spedizioni, informazioni sui prodotti e loro utilizzo. • Modererai e interagirai attivamente nella nostra community Facebook italiana, guidando le discussioni, rispondendo alle domande e promuovendo un'atmosfera positiva. • Risponderai a domande e commenti sotto le nostre inserzioni pubblicitarie su Facebook e Instagram, cogliendo direttamente le esigenze dei clienti. • Monitorerai tendenze e argomenti rilevanti tra i nostri clienti, fornendo spunti preziosi per ottimizzazioni interne. • Farai da ponte tra i consumatori italiani e il team interno, garantendo che le esigenze dei clienti vengano sempre soddisfatte al meglio.