German Bilingual Customer Support Specialist – Project Based

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

📋 Description

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

• Address customer inquiries related to product information, order assistance, account concerns, and basic technical support.

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

• Consistently meet individual and team performance objectives.

• Exhibit a thorough understanding of policies, procedures, and product guidelines.

• Collaborate across departments to efficiently resolve complex customer issues.

• Gather and relay customer feedback to enhance product experience and service quality.

• Recognize recurring issues and report trends for prompt resolution.

• Actively engage with internal teams to refine workflows and enhance customer experience.

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

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

⛳️ Requirements

• At least 1 year of experience in a customer service or support role.

• 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 platforms is a plus.

• Strong organizational skills with the ability to work effectively across globally distributed teams.

• Friendly, composed, and customer-centric demeanor.

• Excellent problem-solving and critical thinking skills.

• Proactive, collaborative, and solution-focused approach.

• Attentive listener with keen attention to detail.

• Quick to learn and adaptable to new systems and processes.

🏝️ Benefits

• Flexible hybrid working options.

• Competitive base salary.

• Generous paid time off.

• Comprehensive benefits package including medical, dental, and vision coverage.

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

• Opportunities for training and professional development.