Customer Retention Specialist with German

Update: Although there’s a lot of disruption nowadays due to Covid-19, we at Avira are continuing to run our daily business activities so that we stay true to the promise to our customers - now even more than ever: Protecting people in the connected world.

And we are doing this from the safeness of our own homes. Among other things, this means we are still hiring, but we have moved all our interviews online. We even had our first successfully remote onboarded new colleague.

So join us and you will be able to work from home until the danger is over.

The Challenge:

Acting as interface between customers, partners and our products, our goal is to deliver best-in-class service. On the one hand, this includes helping customers solve potential problems with our products. On the other hand, you act as an advisor for our customers and partners in case of difficulties with the payment process, or providing information about our product portfolio, etc.
To support our team, we are looking for a motivated and customer-oriented employee with strong communication skills. In this role, you are responsible for development and implementation of numerous acquisition and customer loyalty strategies, with the aim of winning new customers and increasing the sales and commitment of our existing customers.

The Team:

The Customer Service Unit consists of five teams in two locations (Bucharest and Tettnang). The Retention Team is one of our newest initiatives, currently consisting of three employees. They are in direct contact with customers, via email, chat and telephone, and are also responsible for all processes and campaigns related to customer loyalty. As an employee in the retention team, you will report directly to our Customer Service Manager.

What to expect:

After the first month of internal training and intensive familiarization of the process, you will start working independently:

• As a contact for our customers, you offer excellent customer service and efficient problem solving, thereby deepening our users' loyalty to the company
• As an interface between customers and internal departments such as marketing or product management, you analyze customer feedback and show optimization potential in the product experience
• You identify reasons for unsubscribing and termination, with the aim of minimizing them, and thus ensure a smooth customer experience
• Your ideas contribute to the development of new strategies, campaigns and measures to increase engagement and loyalty
• You process customer inquiries via telephone, email and chat
• If necessary, forward the inquiries of our customers to our support colleagues
• You actively participate in the optimization of our processes and workarounds

The following points will help you to fulfill your tasks:

• Advanced German and English knowledge (spoken and written)
• Excellent negotiation and persuasiveness skills
• Initial-sales experience (cross-selling, upselling)
• You are passionate about working out solutions in collaboration with customers
• You are characterized by a high degree of initiative
• You are a team player and like to achieve goals together with your team
• Practical experience with current Windows operating systems and Microsoft Office
• A plus would be - experience with MacOS X and / or knowledge of the mobile operating systems iOS or Android

We offer a highly collaborative, innovation-friendly environment and excellent location based in Bucharest, near city center.

Please submit your application including your salary requirements and availability by clicking on the “Apply now”button.

Benefits and perks:

New Work

• Equipment of your choice
• Cozy cafeteria with lunch and specialty coffee
• Stylish building with open roof terraces

Learning & Development

• Unlimited access to Udemy
• Career Management
• Coaching programs

Health & Wellbeing

• Gym and fitness card
• Private medical care
• Sport events

Family & Living

• Vacation child care
• Avira Prime licenses
• Paid study leave

Events

• Onboarding events
• Monthly Employee Meetings
• Summer & Christmas parties

Location: Bucharest