Customer Care Representative EMEA (m/f/d)

Dennemeyer has been setting the standard in the IP industry for more than half a century. We are the world’s most comprehensive provider of Intellectual Property services, offering legal services through Dennemeyer & Associates, software systems through Dennemeyer IP Solutions, and administrative and management services through Dennemeyer & Co.
We are currently seeking a Customer Care Representative to join our team. The Customer Care Representative will provide customer phone, email and chat support during EMEA business hours and will also assist with selected Customer Success activities. These include supporting renewal and upsell activities, following up with clients, providing relationship support and monitoring client health. This position will report to the Global Head of Customer Excellence.
Grow your career and challenge yourself in a supportive team environment!

Responsibilities and Essential Functions:

• Build and maintain strong relationships with assigned customers in EMEA
• Act as a point of contact for selected customers
• Support customer retention by identifying risks and escalating them early
• Follow up with customers to ensure they are satisfied with the service received
• Support renewal, adoption and account health activities where needed
• Work closely with Customer Success Managers, Sales and Operations to ensure a consistent customer experience
• Keep customer records, notes and follow-up actions up to date in relevant systems
• Directly interact with customers through phone, email or chat to identify, assess and resolve common customer inquiries across multiple services
• Recognize and escalate customer issues through established escalation paths for more technical topics
• Receive escalations from internal Operations or Customer Success teams and work with customers to resolve issues
• Monitor support inboxes and other systems for customer inquiries
• Support Business Development Manager inquiries regarding service-based questions
• Train customers on Dennemeyer Web Portals
• Contact customers regarding overdue balances reported by the Accounts Receivable Department
• Work during EMEA / CET business hours.

Job Qualifications:

• Minimum 5+ years of customer service experience
• Experience working with EMEA customers or companies a plus
• Possess strong organization, time management, analytical and problem-solving skills
• Has the ability to remain calm, friendly and professional when dealing with challenging and difficult customer service situations
• Ability to work independently and with multiple teams in a fast-paced environment with a frequently high volume of work
• Previous experience with accounts receivable or collections activities considered
• Proficiency in data entry and data management
• Proficiency in MS Excel, Access, Word, and Outlook
• Proficiency in Talkdesk and Salesforce is a plus
• High degree of accuracy, ownership, attention to detail, and confidentiality
• Fluency in English is mandatory (written and spoken)
• Fluency in German is desired (written and spoken)

What We Offer:

• Develop your long-term career within a fast-growing multinational company
• Work in multicultural teams and contribute to a diverse and international environment
• Take the opportunity to act independently in your area of responsibility
• Celebrate success together as one team
• Attend a tailored onboarding program and benefit from individual training and development opportunities
• Contribute through your personality and daily work to make an impact on our business, culture, society and environment. Develop your long-term career within a fast-growing multinational company