Customer Service Specialist

The goal of a Customer Service Agent at Thermomix is to deliver exceptional, personalized support that reflects our brand’s premium standard, fostering lasting customer relationships, resolving issues quickly, and maintaining deep product knowledge to enhance the customer experience. Agents are expected to stay policy‑compliant, adaptable, and results‑driven in a fast‑paced, collaborative environment.

Ultimately, we’re building an elite team of customer service professionals capable of serving the needs of our elite clientele—individuals who expect nothing less than excellence from a luxury kitchen appliance brand.

• Foster positive relationships with customers, consultants, and other internal departments by delivering friendly, engaging, and personalized support.
• Proactively follow up on unresolved cases
  , ensuring customers/consultants receive timely updates and solutions.
• Gather customer/consultant feedback and report trends to leadership to improve products, services, and processes.
• Policy Compliance & Continuous Learning
• Stay up to date on company policies
  , including warranty coverage, returns, and product updates, to provide accurate information.
• Ensure compliance with customer data protection policies
  , maintaining confidentiality and security standards.
• Engage in ongoing training and upskilling
  , leveraging resources in Microsoft Teams or internal learning platforms (Zendesk Knowledgebase, Confluence & Teams).
• Adapt to new tools and processes
  , ensuring efficiency as technology and business needs evolve.
• Deliver Outstanding Customer Support
  :
  Represent the Thermomix brand with professionalism and excellence across multiple communication channels, including voice calls, emails, live chat, social media, and online inquiries. Ensure all interactions align with the company’s commitment to exceptional customer experiences.
• Drive Sales Opportunities
  :
  Efficiently transfer any customer interested in purchasing a Thermomix to the sales team with urgency. Ensure potential buyers receive prompt and accurate information to facilitate a seamless purchasing experience.
• One‑Touch Resolution Goal
  :
  Provide swift and effective solutions to customer inquiries with an emphasis on resolving issues during the first interaction, reducing the need for follow‑ups.
• Product Expertise & Technical Troubleshooting
  :
  Maintain in‑depth knowledge of Thermomix products and accessories, confidently guiding customers through troubleshooting steps via email, phone, and chat. Ensure customers can effectively use and maximize their product’s capabilities.
• Warranty & Repairs Facilitation
  :
  Act as a liaison between customers and the repair center, ensuring repairs are processed efficiently while adhering to warranty guidelines and company policies. Communicate repair timelines, procedures, and expectations clearly.
• Stay Current on Promotions & Software Updates
  :
  Keep up to date with all customer and consultant promotions, software enhancements, and product updates to provide accurate information and guidance.
• Customer Retention Efforts
  :
  Actively engage with customers who request to cancel or return their orders, utilizing exceptional communication and problem‑solving skills to address their concerns, provide solutions, and retain the sale whenever possible.
• Fraud Prevention & Order Auditing
  :
  Utilize internal systems to conduct fraud checks, evaluate security risks, audit orders, and manage unpaid order collections while adhering to company policies.
• Sales Teams
  :
  Understand the in‑home demo process, cooking classes, and training methods to effectively support sales efforts.
• Sales Ops
  :
  Collaborate closely with Sales Operations to ensure accurate calculation of commissions and to gain insights from metrics and reporting regarding consultants.
• Accounting
  :
  Work with the Accounting department to facilitate the payout of commissions, manage consultant banking, and handle Smart Start related issues.
• Warehouse (Operations), & Information Technology Teams
  :
  Diagnose system issues, troubleshoot software releases, and assist in prioritizing technical fixes.
• Marketing Team
  :
  Support outbound marketing campaigns and…