Customer Success Manager (German language)

Accountabilities:

Provide high-quality, personalized customer support to users within the Bronze VIP segment, ensuring a positive and engaging experience.
Handle requests and assignments from the Retention team, contributing to customer engagement and loyalty initiatives.
Promote platform activities and experiences, including tournaments, lotteries, quests, and other interactive campaigns.
Conduct interviews and conversations with Bronze VIP users to collect feedback, understand their preferences, and identify opportunities to improve their experience.
Increase customer satisfaction through proactive communication, tailored assistance, and effective issue resolution.
Identify opportunities to convert Bronze VIP users into higher-tier VIP customers by highlighting relevant services and benefits.
Handle customer objections professionally, building trust and communicating product value effectively.
Assist customers with the verification process whenever necessary.
Work toward established KPIs and individual performance targets.
Maintain up-to-date knowledge of existing products, services, tools, and newly introduced features.
Collaborate with internal teams to ensure smooth customer interactions and consistent service quality.
Work a stable Monday-to-Friday schedule from 13:00 to 22:00 Kyiv time.
Requirements:
Fluency in German, both written and spoken, with the ability to communicate confidently and professionally with customers.
Excellent communication and interpersonal skills, including experience or confidence in handling customer conversations by phone and email.
Strong customer relationship management abilities and the capacity to build trust through personalized interactions.
Proven ability to handle customer objections, respond to concerns, and communicate the value of additional products or services.
A customer-oriented mindset, with a genuine interest in improving customer satisfaction and delivering high-quality support.
Empathy, patience, and emotional resilience when dealing with challenging customer situations.
Strong persuasion and engagement skills, with the ability to highlight product benefits and encourage customer participation.
Willingness and ability to learn new tools, systems, products, and processes quickly.
Good organizational and time-management skills, with the ability to prioritize tasks and meet deadlines.
A proactive, adaptable, and goal-oriented approach, with the motivation to achieve individual KPIs.
Previous experience in the iGaming industry is considered an advantage but is not mandatory.
Knowledge of English, French, or Italian would be an additional asset.
Experience working with the SoftSwiss administration platform is a plus.
Benefits:
Fully remote working arrangements,.
20 paid days off per year, in addition to public holidays and paid sick leave.
Comprehensive medical insurance covering treatment at leading healthcare facilities.
Coverage for psychological support and counseling through the Pleso platform.
Monthly flexible benefits allowance that can be used for hobbies, sports, personal interests, and other lifestyle activities.
Individual learning and development budget to support professional growth and personal interests.
Access to corporate English lessons, professional workshops, training sessions, and an online learning library.
Structured career development opportunities, including performance reviews, mentoring programs, and clear career progression plans.
Regular team-building activities, corporate events, workshops, and social initiatives.
A collaborative and supportive international team that values openness, initiative, and positive communication.
Modern technological infrastructure, with opportunities to work with innovative tools and automated processes.
An autonomous working environment with minimal bureaucracy and opportunities to contribute ideas and improvements.
A culture that encourages professional development, ambitious goals, teamwork, and continuous learning.