Customer Success Representative

vor 3 Wochen

Zürich, Zürich, Schweiz ofri Internet GmbH Vollzeit

Hi there

Are you highly organized, tech-savvy, and looking to gain hands-on experience in a fast-paced, international environment? We're Ofri, a team of 10 dedicated individuals, and we're looking for a motivated French-speaking Customer Success Representative who thrives in a structured, high-performance environment and has a strong operations mindset. This role is ideal for someone who naturally anticipates customer needs, builds lasting relationships, and ensures every interaction adds value. The ideal candidate will work to improve internal processes and tracking mechanisms, making it easier for the team to consistently exceed customer expectations.

About Us

At Ofri, we take pride in fostering candid collaboration, encouraging self-initiative, prioritizing customer satisfaction, all while maintaining a pragmatic mindset. Our company aims to be the most trusted co-pilot for remodeling projects, and we're committed to delivering exceptional results to our customers.

Tasks

Role Overview

Tasks & Responsibilities

  • Oversee customer service and ticketing processes, ensuring timely and high-quality support.
  • Track and analyze KPIs to monitor team performance and customer satisfaction, providing regular reports.
  • Optimize processes to improve efficiency, reduce response times, and enhance customer interactions.
  • Implement structured workflows and frameworks to ensure a consistent approach to customer service and lead qualification.
  • Take initiative in testing and implementing new ideas to improve customer support and operations.
  • Proactively connect with leads and customers to help them to succeed, using channels such as email or phone.
  • Work closely with third-party providers (tradespeople) and customers, ensuring smooth collaboration.
  • Balance hands-on execution with leadership responsibilities, not just supervising but actively contributing to operations.
Requirements
  • 1-2 years' proven experience in customer support, account management, service operations, and ticketing systems.
  • Native French speaker and C1 level of English.
  • Excellent communication and relationship-building skills.
  • Strong ability to create and analyze KPIs, create reports, and use data to drive decisions.
  • Proactive and initiative-driven—able to take the lead and implement new strategies.
  • Highly organized with a structured mindset and attention to detail.
  • Comfortable with lead qualification and customer interactions over the phone.
  • Ability to use and learn various technologies, such as Google and Microsoft Suite, Slack, Trello, Confluence, etc.
  • Experience with process optimization and excellent organizational skills.
Benefits
  • Approximately 20-25 hours per week with flexible working hours.
  • 100% remote position with the possibility of working from anywhere in Europe (Timezone must be +/-1 hr within CET).
  • Hands-on experience in an international, fast-growing company.
  • Opportunity to work closely with the CEO and gain insight into business operations.
  • Supportive and friendly team environment.
  • Access to company retreats and team-building activities.

We are a Swiss company that operates fully remotely. We are super passionate about developing an excellent remote work culture and ensuring that not only the customers, but the team feels heard, welcome, and appreciated. We are currently 10 people and a fully self-funded company. We welcome people into our team regardless of gender, ethnic origin, religion, age, sexual identity, or disability.

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