The opportunity

We are looking for a compassionate, communicative Customer Experience Agent to join our team in Berlin or Cologne. As a Customer Experience Agent, you are the first point of contact for our customers and deliver great service for our software product Fitogram. As the bridge between customers and Urban Sports Group, you ensure our customers leave every interaction feeling positive about the Fitogram product and the support we provide.

Your responsibilities

You develop long term customer relationships that promote retention and loyalty
You understand the business needs of our customer and you work closely with them to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
You provide technical support to customers with the goal to keep customers satisfied with our software
You’re always up-to-date on the bugs backlog and releases, as well as the Product roadmap
You are responsible for overseeing the quality of services provided (Import, full onboarding, etc.) to ensure they are up to great standards and adequately meet our customers’ expectations and requirements
You create policies and procedures that optimize the customer experience
You assist the Sales team with every support-related processes or tasks
You constantly nurture and improve our Help Center

What you need to succeed

You have gained experience in customer facing roles
You are excited about learning software programs and solving technical questions
You speak German on a native level and you are proficient in English and ideally French
You are comfortable working with a daily tracking tool
You have very good communication skills
You are positive and enthusiastic
You enjoy social interactions and helping other people
You have a problem-solving mindset
You are rigorous and attach importance to details
Sufficient knowledge in GSuite products and other web based applications

Our offer to you

A free Urban Sports Club L Pro Membership
We’re working in hybrid mode offering you flexibility to work onsite and from home
WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
Many additional perks including: choice of computer/technology, dog-friendly workplace, fully equipped kitchens with healthy snacks & beverages, employee referral bonuses, private pension with employer contribution, and more

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).

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When you apply to a job on this site, the personal data contained in your application will be collected by Urban Sports GmbH(“Controller”), which is located at Michaelkirchstraße 20, 10179 Berlin and can be contacted by emailing jobs@urbansportsclub. Controller’s data protection officer is Marcus Gallein, who can be contacted at datasecurity@urbansportsclub.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be subject to appropriate additional safeguards under standard clauses according to Art. 28 GDPR. Also, greenhouse is listed under the EU-US Privacy shield to provide a proper level of security for your information provided (https://www.privacyshield.gov/participant?id=a2zt00000004U1KAAU). Your personal data will be retained by Controller as long as it is necessary to evaluate your application for employment. Personal data is stored exclusively for the purpose of filling the vacant position for which you have applied. For reasons of general equal treatment, the German law permits further storage of your data for a further two months after completion of the application procedure in accordance with § 15 Para. 4 of the General Equal Treatment Act (Allgemeines Gleichbehandlungsgesetz - AGG). Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.* If you wish more details regarding your rights please contact our data protection officer.

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Customer Experience Agent Fitogram (all genders) - German speaking

The opportunity

Your responsibilities

What you need to succeed

Our offer to you

Apply for this Job