Job Summary

The German-Speaking Customer Service Representative will serve as the primary point of contact for our German-speaking customers, providing exceptional support, answering inquiries, and resolving issues to ensure a high level of customer satisfaction. This role requires fluency in both German and English and excellent communication skills across various support channels.

Key Responsibilities

• Customer Interaction: Provide first-class customer service via email, chat, and phone.
• Inquiry Resolution: Respond to customer questions related to products, services, orders (modifying, canceling, shipment delays), and general inquiries.
• Issue Management: Handle and resolve customer complaints, escalating complex technical or critical issues to the appropriate internal departments when necessary.
• Process Adherence: Provide accurate, valid, and complete information by using the right methods and tools, ensuring compliance with company policies.
• Documentation: Utilize Customer Relationship Management (CRM) software and Help Desk Ticketing Systems (e.g., Zendesk, Salesforce) to track and manage all customer interactions and requests efficiently.
• Performance: Work to achieve key performance indicators (KPIs) such as customer satisfaction (CSAT) and quality targets.
• Feedback: Report to management on customer feedback, common complaints, and quality trends to drive continuous improvement.

Qualifications

• Language Fluency: High level of fluency in German (C1 or C2 level preferred) and professional working proficiency in English (B2 level or higher) (written and oral).
• Experience: Previous experience in a customer service, call center, or related customer-facing role is typically required.
• Education: A high school diploma or equivalent is generally required, with a degree in a business or communications-related field often preferred.
• Technical Skills: Familiarity with CRM software (e.g., Salesforce, HubSpot) and Help Desk Ticketing Systems is required.
• Soft Skills: Excellent communication, empathy, problem-solving, and active listening skills.
• Work Style: Ability to work in a dynamic, fast-paced environment and manage stressful situations with a calm and positive attitude.