German Customer Care Specialist

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

📋 Description

• Respond to incoming calls from current customers to identify their needs and retain them through consultative dialogue.

• Address cancellations, contract withdrawals, and general customer concerns, including billing inquiries, tariff modifications, and account updates.

• Oversee a designated customer portfolio and manage inquiries both via phone and in written form.

• Manage approximately 85% of inquiries over the phone and 15% through written tickets.

• Utilize Salesforce, CIM, and additional tools to resolve customer issues and document interactions effectively.

• Comply with quality standards and contribute to team goals for customer satisfaction, conversion rates, and service availability.

⛳️ Requirements

• Proficient in German (C1/C2) — both written and spoken.

• Friendly phone demeanor and a clear, consultative communication approach.

• Prior experience in customer service, preferably in customer retention, upselling, or consultative sales roles.

• Excellent communication abilities, active listening skills, and a compassionate approach to customer interactions.

• Comfortable managing multiple software tools and platforms concurrently.

• Dependable and self-motivated work ethic, whether working remotely or in-office.

• Availability to work shifts between 08:00 and 20:00.

• Willingness to engage in a structured 14-day paid training program, including both in-person and remote sessions.

• Preferred: experience with Salesforce.

• Preferred: knowledge of the telecommunications or fiber optics sector.

• Preferred: experience in customer retention or win-back initiatives.

• Preferred: basic understanding of common MS Office applications.

🏝️ Benefits

• Competitive and stable salary.

• Opportunity to work remotely from Croatia.

• Additional paid leave days based on length of service.

• Opportunities for career advancement and professional development.

• MultiSport membership.

• 14-day paid training at the beginning of employment.

• An employer who prioritizes your experience and well-being.

• A wonderful, open team that values transparency, trust, and collaboration.