Monotype Imaging Inc. - Europe
  • Customer Care
  • Berlin, Berlin, DEU
  • Full Time

The Customer Care Representative performs tasks in handling inbound customer service inquiries and problems generated by our Digital Commerce and also by our Direct Sales business. Follows established company guidelines on servicing and repairs/returns. Resolves customer concerns by examining customer problems and implementing appropriate corrective action. Maintains logs, records, and files.

 

Responsibilities

  • Handling general sales, support and billing inquiries via email, chat, phone.
  • Assisting customers with basic software installation questions.
  • Works with other departments to maintain integrity of products and fontends.
  • Research and analysis of software applications to determine font compatibility.
  • May have technical responsibilities and duties such as creating and maintaining technical processes and procedures, handling advanced installations and troubleshooting issues, and proactively testing new application releases to determine potential software related issues.
  • Participate in other tasks or projects as requested by supervisor.

 

Requirements

  • Associates degree or equivalent experience required. More than three (3) years customer relations experience required.
  • Ability to excel working on an in-bound 800-line supporting our customers.
  • Basic knowledge of Windows PC and MS Office required. Basic knowledge of Mac required.
  • Basic knowledge of SalesForce preferred.
  • Advanced knowledge of company products and customer service activities.
  • Previous experience working with customers via telephone, chat, email.
  • Ability to handle multiple tasks and priorities and work within deadlines.
  • Excellent written and verbal communication skills.
  • Minimum bi-lingual with German and English as a must, additional languages preferred (Spanish or French).
  • Knowledge of HTML and CSS preferred.
Monotype Imaging Inc. - Europe
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