German-speaking Customer Service Representative

📋 Description

• Deliver exceptional customer support through various channels, including phone and email, aiming to ensure a consistently positive experience for customers.

• Efficiently and accurately manage customer inquiries and resolve issues on the first contact whenever feasible.

• Communicate in a clear, professional, and empathetic manner, adjusting to the needs of different customers and communication channels.

• Maintain composure and effectiveness when addressing complaints and escalations, adhering to internal procedures and guidelines.

• Assist with a variety of customer concerns such as account issues, orders, payments, technical inquiries, and service requests.

• Support daily operations, including order inquiries and administrative responsibilities.

• Keep precise and current records in CRM and ticketing systems.

• Collaborate closely with the team, actively engage via Slack and other internal communication tools, and provide support to colleagues as necessary.

• Foster a high-performing team culture that aligns with the company’s values and service standards.

• Recognize recurring challenges and opportunities for enhancement, sharing insights as the “voice of the customer.”

• Continuously enhance knowledge of products, processes, and systems.

• Meet or surpass individual and team objectives, including productivity, quality, adherence to schedules, and customer satisfaction.

• Adhere to all company policies, data protection, and confidentiality protocols.

⛳️ Requirements

• Proficient in German (both written and spoken, C2 level required).

• Capable of communicating clearly and confidently across various channels (phone and email).

• High degree of empathy and the ability to cultivate customer relationships while following established processes.

• Comfortable using technology, including CRM/contact-center tools (experience with Avaya is a plus), as well as MS Office, Google Workspace, and Slack.

• Ability to accept and act on constructive feedback, demonstrating strong interpersonal skills.

• Capable of working independently as well as collaboratively within a team.

• Good understanding of outstanding customer service and quality standards.

• Problem-solving mindset focused on root-cause analysis.

• Proactive approach to work, emphasizing continuous improvement.

🏝️ Benefits

• Opportunity to work remotely from your home office.

• Flexible availability to meet business requirements.