German Speaking

3 weeks ago

Dublin, Dublin City, Ireland Adobe Full time
Our Company

Changing the world through digital experiences is what Adobe is all about. Providing tools for creating exceptional digital experiences to everyone, from emerging artists to global brands. They are passionate about enabling individuals to design beautiful images, videos, and apps, and revolutionize how companies engage with customers across all screens.

Committed to hiring the best talent, Adobe strives to foster exceptional employee experiences where everyone is valued and has equal opportunities. They believe that innovative ideas can originate from any part of the organization, and the next breakthrough idea could be yours.German Speaker - QA Analyst (Customer Support)We are seeking a Quality Analyst fluent in German who is dedicated to assisting colleagues and customers. The Quality Analyst will play a crucial role in the Creative Cloud Individual Support team. They will excel in empowering customers to make a difference through digital experiences, possess a strong inclination towards aiding people, display empathy, and demonstrate outstanding interpersonal skills. This role involves offering guidance and constructive feedback to Support Specialists to ensure top-tier customer service delivery.Responsibilities:
  • Review customer interactions and provide feedback and coaching to support specialists to enhance customer service quality.
  • Conduct trend analysis of reviews to pinpoint training needs and process enhancements at a regional level.
  • Actively seek out opportunities and lead initiatives to elevate the overall customer experience.
  • Collaborate with stakeholders to promote service quality improvement projects.
  • Engage in global peer calibration to maintain consistency.
  • Regularly address customer inquiries.
Requirements:
  • 1+ years of experience in a Quality Analyst position.
  • Fluent in German and English.
  • Customer support experience in a diverse online environment.
  • Strong customer service background with exceptional communication skills.
  • Outstanding written and verbal communication skills in both languages.
  • Proficiency in analyzing cases, identifying trends, and providing recommendations based on findings.
  • Ability to summarize findings concisely and offer actionable feedback to Support Specialists, business partners, and management.
  • Demonstrated success in a collaborative role within a fast-paced, multicultural setting.
  • Exceptional accuracy and attention to detail.
  • Highly organized, self-motivated, proactive, with effective prioritization skills.
  • Adaptable to changing business requirements and procedures.
Desirable:
  • BA/BS degree in a relevant field.
  • Proficiency in a third European language (Portuguese, Spanish, Italian, and/or French) is advantageous.
  • Experience with Adobe Creative Cloud or Adobe Document Cloud products.
  • Competence in data analysis and Excel.
  • Background in technical troubleshooting and customer service.
Skills required:
  • Attention to detail.
  • Strong customer experience focus.
  • Excellent verbal and written communication.
  • Coaching abilities.
  • Effective at giving and receiving feedback.

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