CE - COV Germany

About Company

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For More About Group Bayport, Please Visit

Website: https://groupbayport.com/about-us/

LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

Location: Gurgaon

Job Summary

We are seeking a Customer Experience Executive to support our Germany business. The role involves providing exceptional customer support through email, chat, and calls while ensuring timely issue resolution, adherence to SLAs, and a high-quality customer experience. The ideal candidate should possess excellent communication skills and a customer-first approach.

Key Responsibilities

• Handle customer inquiries via Email, Chat, and Voice.
• Resolve order-related queries, shipping issues, artwork approvals, refunds, cancellations, and product concerns.
• Ensure timely responses in line with defined SLAs.
• Coordinate with Production, Logistics, Design, and Sales teams to resolve customer issues.
• Accurately document customer interactions in CRM (Zendesk).
• Proactively follow up on pending customer cases until resolution.
• Maintain high Customer Satisfaction (CSAT) and Quality scores.
• Escalate critical customer issues as per the escalation matrix.
• Contribute to continuous process improvements and knowledge sharing.
  

• Excellent written and verbal communication skills.
• Strong customer service and problem-solving abilities.
• Experience working with CRM platforms (Zendesk preferred).
• Ability to manage multiple customer conversations simultaneously.
• Good analytical and time-management skills.
• Proficiency in Microsoft Office and Google Workspace.
  

• Graduate in any discipline.
• 1–3 years of experience in Customer Support, Customer Service, or E-commerce Operations.
• Experience supporting international customers is preferred.
• German language proficiency B1/B2 or above
  

• First Response Time (FRT)
• Average Resolution Time (TTR)
• Customer Satisfaction (CSAT)
• Quality Score
• SLA Adherence
• Productivity
• Escalation Rate
• Customer Retention
  

• Rotational shifts aligned with Germany business hours.
• Weekend support as per business requirements.
  

• Customer-centric mindset.
• Excellent interpersonal and communication skills.
• Ability to work in a fast-paced environment.
• Strong ownership and accountability.
• Team player with a continuous improvement mindset.