We are looking for a proactive and customer-focused individual to join our team as a Customer Service & Account Manager. This dual-role position blends hands-on customer support with strategic account management. You will be responsible for handling day-to-day customer inquiries while also managing and nurturing a portfolio of client accounts to ensure satisfaction, retention, and growth.
Key Responsibilities:Customer Service Duties:
- Respond promptly to customer inquiries via phone, email, and live chat
- Resolve issues efficiently while maintaining a high level of professionalism and empathy
- Log and track support requests using a CRM or ticketing system
- Provide accurate product/service information and assist in onboarding new users
- Escalate complex issues to the appropriate internal teams
Account Management Duties:
- Serve as the main point of contact for assigned client accounts
- Build strong, lasting relationships with clients through regular communication and check-ins
- Monitor account activity to ensure service levels and KPIs are being met
- Identify upselling or cross-selling opportunities and collaborate with the sales team
- Provide insights and feedback from clients to internal teams to improve service delivery
- Prepare and present usage or performance reports to clients periodically
Required Skills & Qualifications:
- 2+ years’ experience in a customer service, client support, or account management role
- Excellent communication and interpersonal skills, both written and verbal
- Strong problem-solving skills with the ability to remain calm under pressure
- Proven ability to manage multiple accounts or priorities simultaneously
- Competent in using CRM systems (e.g., HubSpot) and ticketing tools
- High attention to detail and organizational skills
Preferred Qualifications:
- Experience in e-commerce & telecom
- Familiarity with customer success methodologies and retention strategies
- Proficiency in Microsoft Excel or Google Sheets for reporting and analysis
Pay: From €35,000.00 per year
Work Location: In person
