Newstel Worldwide

Customer Support

• Assist customers via email, live chat, and telephone
• Handle customer inquiries accurately, with the goal of resolving issues during the first contact
• Communicate with customers professionally, courteously, and empathetically
• Process customer interactions in accordance with service standards, SLAs, and quality requirements
• Handle complaints and escalations in accordance with internal processes and guidelines
• Assist with inquiries related to accounts, orders, payments, technical issues, and general service requests
• Maintain complete and up-to-date customer information in CRM and ticketing systems
• Identify recurring issues and communicate suggestions for improvement
• Comply with data protection, security, and confidentiality requirements
• Achieve individual and team targets for productivity, quality, and customer satisfaction
• Participate in ongoing training on products, processes, and systems
• Meet or exceed agreed KPIs and quality standards
• Complete training on time and implement feedback
• Support the team in achieving service and quality objectives

German-Speaking Customer Service Representative – 20–24 Hours/Week

• Approximately 70% written customer service and 30% telephone support
• Responding to customer inquiries by email
• Providing customer support by phone
• Managing review platforms
• Handling questions related to orders and deliveries
• Processing complaints and finding suitable solutions or replacement offers
• Communicating in a friendly, patient, and solution-oriented manner

Customer Service Representative – Corporate Catering

• Lead and support a team of Customer Service Agents
• Oversee the inbox to ensure high productivity, SLA adherence and efficient workload management
• Ensure correct inbox views are used and work is prioritised effectively
• Monitor daily operational plans and ensure ad-hoc tasks are completed
• Provide real-time support through internal communication channels and escalate issues when appropriate
• Drive customer satisfaction by meeting CSAT, response time, ticket handling and resolution targets
• Coach the team on customer retention techniques, subscription management and value-driven conversations
• Conduct regular 1-2-1s, performance reviews and coaching sessions
• Complete quality assurance reviews, provide actionable feedback and participate in calibration sessions
• Produce weekly performance reports and use data to identify improvement opportunities
• Monitor customer trends, recurring issues and operational risks; escalate findings and recommend process improvements
• Act as the first point of contact for day-to-day operational issues and help resolve blockers
• Support onboarding and training of new team members when required

Customer Service Team Leader

• Handle customer inquiries through phone, live chat, and email
• Assist customers with flower orders, delivery updates, cancellations, modifications, and general product inquiries
• Resolve customer concerns empathetically while maintaining a positive customer experience
• Personalize responses to each customer's situation rather than relying solely on scripted replies
• Accurately document customer interactions and follow account procedures
• Meet quality, productivity, and customer satisfaction expectations
• Adapt quickly to seasonal changes in workload and business needs

German-Speaking Customer Service Representative – 20–24 Hours/Week

Customer Service Representative – Corporate Catering

Customer Service Team Leader

Customer Service Agent, Project-Based, Part-Time