Unblock, a rapidly growing fintech startup, is seeking a German-speaking Customer Relations Manager to join the team. The role will involve maintaining and enhancing relationships with our German-speaking clientele while coordinating with internal teams to provide exceptional service.

Key Responsibilities:

1. Customer Onboarding: Welcome new clients, guide them through our onboarding process, and ensure a smooth transition to our services.
2. Account Management: Maintain relationships with German-speaking clients to achieve customer satisfaction and loyalty.
3. Customer Support: Resolve customer queries and concerns through email, phone, and video conferencing, providing support in both English and German.
4. Sales Coordination: Work closely with the sales team to identify upsell opportunities and aid in the sales process.
5. Feedback Management: Collect, analyze, and act upon customer feedback to improve service and customer satisfaction.
6. Cross-functional coordination: Work with product, engineering, and other departments to communicate customer needs and influence product development.
7. Compliance: Ensure customer interactions comply with legal and company regulations, especially those relevant to the fintech industry.
8. Customer Retention: Develop strategies and programs to retain customers and increase lifetime value.
9. Reporting: Prepare regular reports on customer engagement and other metrics for senior management.

Experience:

• Minimum of 3 years in a customer relations or client services role.
• Previous experience in fintech or a regulated industry is highly advantageous.
• Fluent in German and English, both written and spoken.

Education:

• Bachelor’s Degree in Business Administration, Communications, or a related field.

Behaviour-Based Skills:

1. Empathetic: Understanding and sharing customers’ feelings, ensuring a compassionate service experience.
2. Detail-Oriented: Attention to detail in all customer interactions and internal processes.
3. Proactive: Takes initiative to improve customer satisfaction without being prompted.
4. Collaborative: Exceptional teamwork skills and the ability to collaborate across multiple departments.
5. Excellent Communicator: Strong written and verbal communication skills, mainly German and English.
6. Adaptable: Adaptable to a fintech startup’s fast-paced and ever-changing environment.
7. Integrity: High level of ethical conduct and compliance with industry regulations.
8. Customer-Centric: A strong focus on delivering superior customer service and improving customer relationships over time.