We are seeking a dynamic and customer-oriented individual to join our team as a Customer Service Representative - German. In this role, you will be responsible for delivering exceptional customer service to our German-speaking clients. You will handle customer inquiries, resolve issues, and ensure a positive experience with our products/services.
Requirements
Proficiency in German (native or fluent level) and English
Clear and professional verbal and written communication
Active listening skills to understand customer needs.
Ability to handle difficult conversations with patience and empathy
Strong customer service orientation and problem-solving skills
Ability to remain calm and professional under pressure
Cultural awareness to communicate effectively with German-speaking customers
Proficiency in using CRM software, ticketing systems, and call center tools
Basic knowledge of MS Office (Word, Excel, Outlook)
Ability to navigate multiple systems while assisting customers
Understanding of data protection regulations (e.g., GDPR compliance)
Strong time management to ensure prompt response to customer issues
Ability to adapt to new processes, policies, and tools quickly
Open to receiving feedback and continuous learning
Responsibilities
Strong command over written and spoken English & German (grammatically correct written English & German)
Command over German language to assist the client through email, chat or phone
Answer incoming calls and make outbound calls as required
Address customer concerns and troubleshoot problems efficiently
Escalate complex issues to the appropriate department or supervisor.
Maintain a professional and empathetic approach to handling customer complaints.
Assist customers with order placement, modifications, and cancellations.
Upsell or cross-sell relevant products and services when appropriate.
Maintain detailed and accurate records of customer interactions
Adhere to company policies, procedures, and regulatory requirements.
Follow call scripts and quality guidelines to ensure consistent service.
Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and resolution rates.
Work collaboratively with team members to ensure service efficiency.
Timely task completion and maintaining process SLAs consistently, every time.
