Fulfillment Operations Specialist, German Speaking

About The Role

You will be joining a remote team of 20+ operations representatives in Poland that will be in charge of improving conversions and reducing cancellations within our 6 European markets (UK, Germany, France, Spain, Portugal and Italy).  The Operations Representative will perform a range of activities on a daily basis such as increasing the fulfillment rate through dedicated tools, intervening and providing your assistance where tasks in the funnels need it most.

In your work, you will be following comprehensive standard operating procedures following your official training and on-boarding of each operational programme that you will join. We aim to live our values in every interaction and are looking for colleagues who care deeply about making everyday lives easier for our community. Join us in creating a better everyday life for everyday people.

Based in Poland, this is a remote first position reporting to the Operations Team Lead.

Responsibilities

• Understand the business requirement for each programme that you are working on and be able to put in action the SOPs of each one that you are assigned to work on.
• Diligently take notes while performing your core duties and make suggestions to your team leader of how things can be improved.
• Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
• Efficiently manage time to conduct relevant outbound calls with taskers while maintaining high-quality interactions.
• Build connection and trust with your stakeholders, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time. 
• Be organized, accountable and responsible - using your resources to keep informed of all SOPs and programme changes as they occur.

Skills Required:

• Fluency in English & German (B2+)
• Minimum 1 year of customer service experience, contact center experience or similar.
• Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness.
• Tech-curious, excellent typing skills and adaptable in navigating online tools and systems.
• We’re growing!  Adaptability and a love for change and improvement in a fast-paced environment.
• Excellent written & verbal communication skills: have a strong command of grammar and spelling.
• Excellent Communication Skills: Ability to articulate persuasively over the phone to engage potential customers.
• Strong critical thinker and adept at problem-solving.
• Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things.
• Resilience and Persistence: Willingness to face rejection and persistently pursue leads.
• Prior experience in sales over the phone, preferably in cold calling.
• Ability to take ownership and solve problems
• Available full-time (40 hours / week).
• Eligible to work in Poland, we will not support relocation for this position.

Compensation & Benefits: 

At Taskrabbit, our approach to compensation is designed to be competitive, transparent, and equitable. Total compensation consists of base pay + bonus + benefits + perks. The base pay range for this position is 58,000-83,000 PLN. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.