Customer Care Specialist (German Speaker)
hace 1 día
Madrid
This job is with Criteo, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. What You'll Do: You will join Criteo's multinational Global Customer Care Team, the first point of contact for our customers across EMEA. Our mission is simple yet ambitious: deliver an outstanding, efficient, and AI‑powered customer experience for every incoming request, whether via email or live chat. We are deeply client‑centric and excel through collaboration, communication, and teamwork. We take pride in enabling our clients to succeed by helping them navigate Criteo's Advertising Platform with confidence, from campaign setup to technical troubleshooting, always sharing the right guidance at the right time. As an AI‑driven team, we continuously leverage automation, data, and innovation to improve efficiency, scale impact, and raise the bar on customer satisfaction. Learning, curiosity, and continuous improvement are part of our DNA. As a Customer Care Specialist, you will play a key role in supporting Criteo's growth by acting as a trusted partner for our advertisers across a wide range of topics. This role offers strong exposure, ownership, and development opportunities within a fast‑growing, collaborative environment. You will: Deliver an excellent client experience by troubleshooting and resolving technical, creative, financial, and campaign‑setup related requests with speed, accuracy, and empathy Act as a client advocate, escalating performance‑related questions to commercial teams and collaborating closely to ensure seamless resolution Deliver high level of support and work alongside top client profiles to drive performance and satisfaction Educate and empower advertisers on Criteo's advertising platform's features, and best practices, enabling them to run successful campaigns independently Provide first‑level product support via email and live chat while consistently applying SLAs and strong prioritization skills Partner with internal teams (Technical Solutions, Creative Services, Product) to escalate and resolve complex requests efficiently Become a power user of our CRM, ensuring high‑quality case management, data accuracy, and operational excellence Actively track and own KPIs such as reply time, resolution time, and CSAT, using data to improve both individual and team performance Contribute to process optimization and AI adoption, helping us work smarter, faster, and at scale Be a strong team player within a multinational Customer Care Team, where collaboration, communication, and shared ownership are essential to success Who You Are: We're looking for someone who is energized by impact, innovation, and teamwork, and who brings a strong sense of ownership to everything they do. You bring: Fluency in German and English is a must! Spanish is a plus A strong passion for problem‑solving, simplifying complexity, and delivering solutions that leave clients satisfied Strong communication skills, clear, structured, and impactful, both written and verbal A client‑first mindset, balancing empathy with efficiency and results Excellent organizational skills, the ability to multitask, and a sharp attention to detail in a fast‑paced environment A collaborative spirit and a genuine enjoyment of working across teams and functions The ability to learn quickly, adapt, and thrive amid change and ambiguity A KPI‑driven mindset, comfortable using data to prioritize, improve performance, and drive outcomes Curiosity, creativity, and the confidence to think outside the box to improve how things work A passion for client education and enablement An AI‑enthusiastic mindset, excited by innovation, experimentation, and sharing ideas in a rapidly evolving environment We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we'd love to see your application! Who We Are: Criteo is a leader in commerce media, helping brands, agencies, and publishers create meaningful consumer connections through AI-powered advertising solutions. We're shaping a more open and sustainable digital future for advertising. At Criteo, our culture is as unique as it is diverse. From our offices across the globe or from the comfort of home, our 3,600 Criteos collaborate together to build an open, impactful, and forward-thinking environment. We foster a workplace where everyone is valued, and employment decisions are based solely on skills, qualifications, and business needs-never on non-job-related factors or legally protected characteristics. What We Offer: Ways of working - Our hybrid model blends home with in-office experiences, making space for both. Grow with us - Learning, mentorship & career development programs. Your wellbeing matters - Health benefits, wellness perks & mental health support. A team that cares - Diverse, inclusive, and globally connected. Fair pay & perks - Attractive salary, with performance-based rewards and family-friendly policies, plus the potential for equity depending on role and level. Additional benefits may vary depending on the country where you work and the nature of your employment with Criteo.
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