Remote- Customer Service Delivery Specialist

About DigitalTolk

DigitalTolk is an organization and company that works to make an impact. Our purpose is to give a voice to those who don't speak the local language; we arrange translators so that patients can get medical treatments in their new country and communicate with doctors. We arrange translators for crime victims so that they can get justice. Our job is to arrange interpreters through our platform for our customers. Our end customers are hospitals, courts/lawyers, and municipalities who communicate with refugees and other people in need. Our company purpose is to use technology to make the world a better place. And we're currently hiring developers to join us on this journey We are a company based in Sweden with employees in all parts of the planet

The ideal candidate for the Customer Service Delivery Specialist role will have strong experience in customer support, issue resolution, and service optimization, with fluency in German and English. This role involves handling customer queries, ensuring smooth service delivery, and collaborating with internal teams to enhance customer satisfaction.

Job Description:

• Provide high-quality customer support to German-speaking clients via email, phone, and chat.
• Manage customer inquiries, service requests, and issue escalations while ensuring timely resolution.
• Handle translation document requests from customers, ensuring timely processing and quality assurance.
• Work closely with internal teams to troubleshoot and resolve service-related issues efficiently.
  • Coordinate with translation suppliers, ensuring timely delivery and adherence to quality standards.
    
    • Follow up on ongoing translation projects, addressing any delays or quality concerns.
    
    • Maintain accurate customer records and documentation in CRM systems.
    
    • Monitor key service metrics, ensuring compliance with SLAs (Service Level Agreements).
    
    • Identify process improvement opportunities to enhance service efficiency and customer satisfaction.
    
    • Provide proactive updates and follow-ups to customers, ensuring a seamless service experience.
    
    • Collaborate with cross-functional teams (operations, technical support, and product teams) tooptimize service delivery.
    
    • Stay updated on product knowledge and industry best practices to deliver exceptional customerexperiences.

Qualifications & Experience:

• Fluency in German and English (written and spoken) is required.
  
  • Bachelor's degree in Business, Communications, or a related field is preferred.
  
  • 3+ years of experience in a customer service, account management, or service delivery role.
  
  • Strong understanding of customer service principles, troubleshooting, and case management.
  Technical & Soft Skills:
  
  • CRM Systems: Experience with platforms like Salesforce, Zendesk, or similar.
  
  • Communication: Excellent verbal and written communication skills in both German and English.
  
  • Problem-Solving: Ability to handle customer concerns with a solution-oriented approach.
  
  • Service Optimization: Experience working with SLAs, KPIs, and customer feedback analysis.
  
  • Collaboration: Ability to work cross-functionally with internal teams.
  
  • Adaptability: Comfortable in a fast-paced, remote working environment.
  This role is ideal for a customer-centric professional who thrives in a dynamic environment and is passionate about delivering outstanding service to German-speaking customers.