Project overview
AAVALABS is on a mission to help people live life to the fullest with superior nutrition. For over 13 years, we are passionate about making our small, international company grow and bringing our products to the world through different sales channels. Always with a focus on our goal: We want to create a healthier every day for the many people by giving them a piece of the Nordics. 100% Transparent and Pure line of Supplements We’re huge believers in happiness and freedom, which is why our international team works 100% remotely. Still, our company is based on a Nordic culture marked by transparency, responsibility and commitment. If this reasonate with you, we are looking for our new Customer support in English and German, ideally you also speak Polish and/or Spanish In this role you Help drive the company’s success through wowing our customers online, building long-lasting relationships with them, and contributing to projects that improve internal processes, feedback sharing and long-term customer satisfaction. The role also involves taking on diverse ad hoc tasks, including working on our Brand Ambassador project, translations, and responding to social media messages and monitoring comments. Day to day Your main mission is to keep our customers happy by following our policies and procedures. You will ensure that our customers end their conversation with us feeling that they have received exceptional 5-star customer service, that their question or issue has been fully resolved and that the emails were personalized in a warm, heartfelt and empathetic way so that they will want to tell their friends and family all about AAVALABS ! Results for the Customer Happiness Support Team Customer satisfaction > 80%. NPS score > 60%. First ticket response time under 12 hours. You will need to understand legislation in the dietary supplement industry and ensure our messaging is always compliant. You will need to be available for the weekly conference call with the CS team and other teams as required. Personal skills & Competencies Required: High Social Intelligence Speaks English and German to an excellent standard Great communicator Excellent writing skills Cares deeply about customer experience Comfortable using various systems within the Ecom ecosystem, such us CRMs systems and order management tools, like shopify Caring & Positive Proactive & Responsible Deadline Focused & Reliable Calm under pressure but Flexible Attentive to detail Experience freelancing/working remote Preferred: Speaks one or more of the following languages: Polish orSpanish Ideally you have experience in a regulated environment, such as Banking, Pharmacy, etc… Working within European time zone Experience in project management Willing to do tasks outside of job description and go the extra mile The ideal candidate knows about our industry either from work experience or personal interest Always looking to improve things and suggest changes to make sure we make our customers happy! The recruitment process will consist on a test, an interview with HR and an interview with the manager Please make sure you submit your proposal as soon as possible, as we plan to hire as soon as we have the right person.