German Bilingual Customer Support Specialist – Project Based

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

📋 Description

• Deliver exceptional customer service through email and live chat in both English and German.

• Address customer inquiries related to product details, order assistance, account queries, and basic technical troubleshooting.

• Achieve customer service KPIs set by the Customer Happiness Manager (including response time, resolution time, CSAT, etc.).

• Consistently meet individual and team performance objectives.

• Exhibit a strong understanding of policies, processes, and product guidelines.

• Collaborate cross-functionally to efficiently resolve complex customer issues.

• Gather and communicate customer insights to enhance product experience and service quality.

• Recognize recurring issues and escalate trends for prompt resolution.

• Actively work with internal teams to optimize workflows and improve customer experience.

• Navigate multiple tools and platforms confidently (including CRM, ticketing systems, knowledge bases).

• Assist with additional responsibilities as directed by the Customer Happiness Manager.

⛳️ Requirements

• Over 1 year of experience in a customer service or support capacity.

• Background in consumer goods, toys, electronics, or subscription-based products is advantageous.

• Proficient in both German and English communication skills (written and verbal).

• Familiarity with Zendesk or similar customer support tools is beneficial.

• Excellent organizational skills and ability to work with globally distributed teams across different time zones.

• Friendly, composed, and customer-centric demeanor.

• Strong problem-solving and critical thinking capabilities.

• Proactive, collaborative, and solutions-focused attitude.

• Attentive listener with a keen eye for detail.

• Quick to learn and adapt to new systems and procedures.

🏝️ Benefits

• Hybrid working options available.

• Competitive base salary offered.

• Generous paid time off policy.

• Comprehensive benefits package that includes medical, dental, and vision coverage.

• Access to complimentary posture-based fitness classes from home.

• Opportunities for training and professional development.