Native German - Customer Service Agent (Non-Voice)

Summary of the Role

As a Customer Service Agent, you will be the first point of contact for users in App Stores, responding to customer queries and providing support about the client’s products. You will help maintain a positive brand presence by moderating and responding to reviews, inquiries, and other user-generated content. In addition, you’ll promote a safe and positive environment on the client’s platforms and apps, following guidelines to ensure consistency and quality of service for the German market.

Here’s What You Will Do:

• Actively monitor and engage with customer reviews and queries in App Stores, providing clear and helpful responses about the client’s products.
• Respond to potential customers via chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo.
• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social