Customer Support - German Speaking

Salonkee S.A.

Job Overview

Location

Luxembourg

Job Type

Full-time

Full Job Description

📋 Description

• Provide rapid customer support primarily via phone, with additional assistance through chat and email, ensuring all client inquiries are resolved within 24 hours.
• Troubleshoot technical issues related to login, system functionality, and hardware, guiding salon clients through setup and configuration processes to ensure seamless software operation.
• Manage billing, payment processing, and subscription updates with accuracy, providing clear and timely financial support to salon partners.
• Conduct regular check-ins with clients to proactively address needs, identify potential churn risks, and strengthen long-term partner loyalty.
• Educate salon customers on platform features and functionalities, sharing best practices and tips to maximize software utilization and operational efficiency.
• Document all client interactions thoroughly in the CRM system, ensuring accurate records and timely follow-up on pending actions.
• Monitor recurring customer inquiries and trends to contribute to the development of FAQs, support documentation, and product feedback for continuous service improvement.
• Maintain a customer-focused approach by demonstrating patience, empathy, and professionalism when handling difficult or emotionally charged conversations.
• Prioritize and manage multiple support requests simultaneously, balancing urgency and client needs to deliver consistent, high-quality service.
• Utilize phone systems, CRM platforms, and helpdesk software efficiently to streamline support workflows and enhance response effectiveness.
• Communicate clearly and effectively in both German and English, ensuring all client interactions are accurate, respectful, and culturally appropriate.
• Collaborate with internal teams to relay client feedback and operational insights that inform product enhancements and service improvements.
• Contribute to a positive, collaborative team culture by participating in company events and embracing the organization’s values of teamwork, creativity, and inclusivity.

🎯 Requirements

• Previous Experience in Client Support: Demonstrated ability to assist clients over the phone, effectively managing and resolving their inquiries or issues.
• Customer-Focused Mindset: Display patience and empathy while handling conversations, including managing challenging or distressed clients.
• Quick Problem-Solving Skills: Ability to think swiftly to resolve issues on the spot or appropriately escalate them when necessary.
• Detail-Oriented Approach: Ensures accurate documentation of client interactions and timely follow-up on any required actions.
• Efficient Time Management and Multitasking: Skillfully handles multiple requests at once, prioritizing based on urgency and client needs.
• Technical Skills: Proficient in using phone systems, CRM platforms, or helpdesk software for efficient client support.
• Excellent Communication Skills: Exceptional communication skills, fluent in both German and English, ensuring clear and effective client interactions.

🏖️ Benefits

• The opportunity to make a meaningful impact on the company's success
• A permanent contract, providing stability and long-term growth potential
• Flat hierarchies that promote open communication and encourage putting your ideas forward
• An international team with colleagues from diverse backgrounds and countries, fostering a multicultural work environment
• Regular company events to foster team bonding and create opportunities for networking and collaboration
• Enjoy perks such as free coffee and lunch vouchers

Skills & Technologies

Onsite

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Salonkee S.A.

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About Salonkee S.A.

Salonkee is a Luxembourg-based SaaS company that provides an all-in-one booking and business management platform for hairdressers, beauty salons, and spas in the DACH region and Benelux. Its cloud software handles online appointments, client management, POS, inventory, staff scheduling and marketing tools, integrating with websites, apps and social media channels to digitize salon operations and improve customer experience.

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