Customer Support Representative (German)

Position: Customer Support Representative


Location: Fully remote/work from home in Romania

Employment type: Full-time

Remuneration: Base salary



DUTIES AND RESPONSIBILITIES:


Handle incoming contact via various channels (live chat, voice, email, messages, contact forms) from E-commerce platform users regarding their orders/queries while delivering excellent customer service
Assist customers with their inquiries, request or orders by properly, completely and accurately entering data in the support tools
Solve customer case and support online orders in a timely manner
Maintain a high level of professionalism with clients, establish a positive rapport with every contact
Stay updated on product knowledge and be informed of any changes in company/client policies
Immediately deal with or escalate suspected or recognized customer issues as per defined procedures
Achieve Key Performance Indicator's (KPI’s) whilst maintaining excellent quality
Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI



REQUIREMENTS:

At least C1 level of German, both oral and written, B1+ level of English (fluent)
At least 6 months of experience in voice support in German, ideally in customer support/contact centre/BPO
Currently based in Romania
Excellent communication and interpersonal skills (both oral and written), ability to communicate well with internal and external contacts
Customer-focused with a friendly and professional manner, understand customer concerns
Ability to function and adapt in a fast-paced environment
High emotional intelligence and soft skills with the ability to serve high-profile
customers
Excellent comprehension and problem-solving skills
Tech savvy/computer literate with experience and Knowledge of MS Office applications
Experience in a multi-system environment

Excellent remuneration package based on experience, skills and performance
Schedule: Monday to Sunday (18x7)- shifts on weekly rotation between 6 AM and 12 AM, 8 hours work, 5 times per week
Dynamic and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential.
Permanent contract
Vacation bonus
Bonus in case of an important family event (childbirth, death)
Private health insurance
Personal time off (seniority-based)
Meal allowance
Sports benefits
Children's and woman's day tickets
Loyalty based holidays balance increase
And many other!