• Du hilfst täglich per Telefon, E-Mail und Zoom e-Commerce Unternehmer:innen bei buchhaltärischen Problemen. • Sicherstellung einer hohen Kundenzufriedenheit durch klare und freundliche Kommunikation. • Identifikation wiederkehrender Probleme und Verbesserung unserer Lösungen. • Enge Zusammenarbeit mit dem Onboarding Automation Team zur Sicherstellung der Kundenzufriedenheit.

• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Work assigned shifts, including weekends and holidays • Participate in ongoing training and continuous improvement

• Assist customers with setup and resolve technical issues that require web development knowledge • Serve as a frontline technical resource, jumping in quickly on urgent issues while building out documentation to help customers self-serve over time • Troubleshoot and resolve customer technical issues • Guide customers through product setup and configuration • Respond to urgent issues quickly and see them through to resolution • Write and maintain help documentation for recurring issues and common setup flows • Escalate bugs and product issues to engineering with clear reproduction steps

• Handle a high volume of inbound calls, assisting customers with managing their reservation • Update Traveler contact information, process payments, manage airline reservations, provide general information on itineraries • Take escalated calls, deescalating calls in a customer-centric environment • Communicate comprehensive information to travelers about products and policies • Document all customer interactions and call notes in assigned programs • Work across multiple platforms efficiently to handle and solution inbound calls (5-7 programs at one time - working across 3 screens) • Excel in a Values Focused environment: Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving In Change, Teamwork, Speed & Quality • Work in a metrics driven environment: Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment • Attend all Team, Department, and Company meetings in a camera on environment