Customer Support Specialist, German Speaking

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Provide friendly, professional, and timely customer support in German through phone, email, and live chat.

• Assist customers with setting up accounts, managing orders, handling billing questions, and providing service updates.

• Identify customer issues and guide users towards effective, sustainable solutions.

• Uphold high standards of service quality, response times, and customer satisfaction (CSAT) scores.

• Record customer interactions, case specifics, and resolutions in internal CRM systems.

• Recognize recurring problems or usability challenges and communicate them to team leaders.

• Work collaboratively with colleagues and internal escalation teams to address complex cases.

• Commit to 40 hours per week on rotating 8-hour shifts, covering Monday through Sunday, with two scheduled days off per week.

⛳️ Requirements

• Native or near-native proficiency in German (C1/C2 level), both spoken and written.

• Good working knowledge of English (B2 level or above) for utilizing internal tools, systems, and collaborating with the team.

• A customer-focused approach with strong active listening skills, empathy, and problem-solving capabilities.

• Clear verbal communication skills and professional written grammar.

• Ability to work across various digital applications, chat platforms, and ticketing software simultaneously.

• High levels of self-discipline and reliability are necessary for independent remote work.

• Previous experience in customer service, contact centers, hospitality, or retail is advantageous.

• Must currently reside in Portugal and possess valid local work eligibility, tax (NIF), and social security registration.

• No relocation assistance will be provided.

🏝️ Benefits

• 100% remote work within mainland Portugal.

• Technical equipment will be provided.

• Daily meal allowance issued via a specialized card.

• Statutory holiday and Christmas bonuses included.

• Comprehensive private health insurance coverage starting from day one.

• 22 days of paid annual leave.

• Statutory compensatory time off for working on Portuguese public holidays.

• Fully paid initial virtual training program.

• Ongoing coaching and support.

• Clear paths for internal career advancement.

• Monthly bonuses based on performance.