Member Services Customer Solutions Associate - German
Day shifts, July 24th start
As a Customer Solutions Associate at Ancestry you’ll be the sunshine that helps those trees grow. You’ll be responsible for supporting our members on their remarkable journey to discover, preserve and share their family history. You’ll work with and support a range of products that enrich our customers’ understanding of themselves and their place in history.
You will work alongside a like-minded group of friendly, helpful and supportive teammates
We cultivate a lively team spirit and an easygoing office vibe, and with less than 50 Member Services colleagues at our Dublin site, we’re able to maintain that cosy family-feel
Your Team Manager will support you every step of the way with regular 1-to-1s and ongoing coaching; there’s no such thing as a stupid question here
Many of our contacts are in English, however you will also handle email and phone queries from our German customer base
About the Role
Our customers are passionate about our products and almost all are genuinely happy to be talking with us
We support members by phone, email and through social networks
Their questions cover everything from website navigation and working on customer accounts, to helping members understand their DNA results
Education is key to enhancing the longer term member experience, so you will help them learn about product features, solutions & direction for family research, and much more
Problems are often rooted deeper than expected, so you will have to do some detective work to dig down and uncover the solution
Ancestry members expect (and deserve) best-in-class support from us; to uphold this you will work within service level targets, constantly striving to delight and exceed expectations
We don’t mind if you already have experience or not. It’s more important that you are positive, engaged and above all, always put our members first.
There are a few other things you’ll need to thrive at Ancestry:
Amazing communications skills, with an excellent level of both English and German
Positive outlook that rubs off on other people
Tech savvy and love solving problems
Friendly and open (but able to be firm when necessary)
The patience of a saint
Flexible approach to working shifts
An interest in family history always helps
Working for Ancestry
We’re a cutting-edge tech company with a very human mission—to help every person discover, preserve, and share the story of what led to them. Combining the rich information in family trees and historical records with the genetic details revealed in DNA, we create unique experiences that give people a new understanding of their lives, because connecting all the pieces of our family story can give us the deepest sense of who we are.
We support our customers seven days a week from 7am until 9pm, so we work on a shift basis including weekends. But we also value a healthy work/life balance and almost always get to leave the office on time - after all, our business is based on strong family values.
Our award winning International HQ is located in the heart of Dublin’s Silicon Docks. It’s a stone’s throw from the Bord Gais Energy Theatre, the O2 and the iconic Samuel Beckett Bridge.
We offer our employees a great rewards package, with 25 days holiday, healthcare, pension and gym membership to name a few.
We also occasionally indulge in after-work wine tasting, go karting or karaoke (thanks Sports & Social)! For those quieter evenings you will get free Ancestry membership, to discover your story with a tree of your own.
Ancestry Inc. is interested in you and we are dedicated to building a diverse workforce with equal opportunities for employment.
By applying for this position you will be supplying personal information to Ancestry Information Operations Company of 52-55 Sir John Rogersons Quay, Dublin 2, Ireland. Your information will also be shared with other companies within the Ancestry group. Your information will be used to assess your suitability for the advertised position. We also will retain the information you provide and use it to consider you for future vacancies and may contact you if such positions arise. If you want us to delete your information at any time please write to the HR team at the above address.
Please note: we do not require assistance from 3rd party recruitment companies at this time.
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