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German Customer Experience Specialist
3 months ago
**German Customer Experience Specialist**
at Aura United Kingdom (home office) **WHAT WE DO**
Aura connects people around the world through a brilliant and simple photo-sharing experience. Auras easy-to-use mobile app (available on iOS and Android) and gorgeous WiFi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friends. The company has seen massive growth since its 2016 launch to immediate recognition, including as one of Oprahs Favorite Things. Aura is available in the US, Canada, UK, France, and Germany, both on Auras websites and at major retailers.
**WHO WE ARE**
Founded by two early Twitter engineers, Aura began as a software company driven to connect people and deliver joy. Weve expanded from our software foundation and now provide a tightly integrated experience that marries great mobile and server-side software with beautiful consumer electronics. We liberate the wonderful photos that might otherwise stay trapped on smartphones. Technology and innovation are at the core of every decision we make, but always in the service of bringing families and friends closer together. Our amazing employees are based in NYC, San Francisco, Shenzhen, and remotely around the world.
**JOB DESCRIPTION**
The German Customer Experience Specialist (CES) is responsible for looking after our customers via email, phone, or chat, ***making them feel like family***. Being empowered with tools and knowledge, our CCS will be able to resolve the entire range of queries in a customer- and solution-focused manner:
* Pre-sales queries about our product range
* Offering order support
* Explaining product features and usability
* Offering App, Frame or WiFi troubleshooting
* Administering warranty support and product returns
You will also work with your team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products.
**WHAT WE ARE LOOKING FOR**
Our customers are individuals with individual needs, not numbers or support tickets. This role is for somebody who truly enjoys communicating with people and solving their problems. Naturally, your performance will be measured based on your customers satisfaction scores (= CSAT). You should also embrace change and new challenges since a startup never stands still. Finally, our products are linked to a variety of tools and platforms (web, smart device, app, router, hardware) so you must have an analytic mindset and enjoy troubleshooting a variety of issues.
**Qualifications/Required Skills:**
* 1+ years of customer service experience in a similar support environment.
* Bilingual (German/English) to support customers in both markets.
* Experience with customer service software (Zendesk, Freshdesk, Salesforce, etc).
* High levels of empathy and a keen communicator.
* Technical mindset and an eye for detail, able to support iOS / Android phones and apps.
* A learner who is willing to embrace change and to take on new challenges.
* Work for a company that genuinely cares about customers and employees.
* Build something that has a purpose and makes a real difference.
* Have an impact and take on new responsibilities as you and the company grow.
* Enjoy the excitement of being part of a startup.
* Competitive salary.
**FIRST DAYS IN YOUR ROLE**
**Your first 30 days**
* Go through the onboarding process to build up basic knowledge about products & processes.
* Have regular calls with your team to build a strong relationship.
* Handle a variety of contact scenarios together with one of our experienced CSRs.
**Your first 90 days**
* Master troubleshooting and know our Standard Operating Procedures (SOPs).
* Be able to handle 90% of all contacts independently.
* Meet your Customer Satisfaction (CSAT) target.
* Push the boundaries, make even more of a difference.
* Use your skills and strengths to find your own responsibility or project.
*Aura is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.*
Location (City) * **U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at Aura are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
Gender
Please identify your race
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status
Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2023
**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors
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