Wild Republic has been delighting consumers around the globe with expansive collection of nature-related toys and gifts since 1979. Our main customers are Zoo’s and Nature parks and other wholesale market opportunities. Our mission has always been to deliver toys and plush that foster curiosity about wildlife and educate children about the wonders of nature. Headquarters is in Independence, Ohio, with the Main Office for the European Division located in Middelfart, Denmark. We have close and daily contact with our colleagues in European, United States, India, China and Australia. You can read more on: https://wildrepubliceurope.com

Job functions:

· Open and maintain customer accounts by recording account information

· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Prepare product or service reports by collecting and analyzing customer information

· Contribute to team effort by accomplishing related results as needed

· Manage all incoming calls

· Generate sales leads

· Identify and assess customers' needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/team sales targets 

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Resolve customer complaints via phone and email

· Use telephones to reach out to customers and verify account information

· Greet customers warmly and ascertain problems or reason for calling

· Cancel or upgrade accounts

· Assist with placement of orders, refunds, or exchanges

· Advise on company information

· Place, invoice or cancel orders

· Answer questions about warranties or terms of sale

· Act as the company gatekeeper

· Suggest solutions when a product malfunction

· Handle product recalls

· Attempt to persuade customer to reconsider cancellation

· Inform customer of deals and promotions

· Work with customer service manager to ensure proper customer service is being delivered

· Close out or open call records

· Handle changes in policies or renewals

We need a person who:

· Requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area. 

· Has knowledge of commonly used concepts, practices and procedures.

· Rely on instructions and pre-established guidelines to perform the functions of the job. 

· Works under immediate supervision of the Customer Service Manager. 

· The target is to ensure excellent service standards and maintain high customer satisfaction.  

. Good level of English and fluent Germany

· Strong phone contact handling skills and active listening

· Familiar with ERP systems and practices

· Good knowledge of Excel

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize and manage time effectively

· High school diploma or equivalent; college degree preferred

Customer service representative top skills & proficiencies:

· Customer Service

. Quality focus

. Respect procedures

· Product Knowledge

· Writing skills

· Listening Skills

· Phone Skills

· Resolving Conflict

· Multitask

· Patience

· Negotiation

· Positive Attitude

· Attention to Detail

· People Oriented

· Analysis

· Problem Solving

· Organizational Skills

· Adaptability

· Ability to Work Under Pressure

· Computer Skills (outlook, word, excel, powerpoint)

Job Types: 

. Full-time, Permanent – contract of 1 year

. Home working – Home office

. Starting date: asap

. Internet and telephone fees take in charge by the company