We are seeking a German Customer Support Specialist to provide high-quality customer service to our German-speaking clients. The ideal candidate must be a German citizen and able to present a valid German passport. This role involves managing customer inquiries via chat, email, and phone through the Freshworks platform. Additionally, during periods of low inbound volume, you will be responsible for conducting outbound calls, performing customer surveys, and updating customers on existing support tickets.
This role offers a dynamic mix of real-time customer support and proactive outreach, ensuring a smooth and satisfactory experience for all customers.
Key Responsibilities:
- Customer Support: Handle inbound customer queries through chat, email, and phone in German, using the Freshworks platform
- Issue Resolution: Assist customers with questions regarding products, services, and technical issues, providing timely and accurate solutions
- Ticket Management: Follow up on customer inquiries and provide updates on existing support tickets to ensure they are resolved efficiently
- Outbound Calls: Make outbound calls for customer surveys and updates on ongoing support cases during low-volume periods
- Troubleshooting: Analyze and resolve customer problems, escalating them when necessary to ensure swift resolution
- Customer Satisfaction: Ensure that each customer interaction meets or exceeds satisfaction standards by maintaining a positive, professional demeanor
- Documentation: Accurately record all customer interactions, resolutions, and updates within the Freshworks system
Requirements
- Nationality: Must be a German citizen and able to provide a valid German passport
- Language Skills: Fluency in German (written and spoken) is essential. Strong communication skills in English are a plus
Customer Service Experience: Previous experience in customer support roles (via phone, chat, or email) is preferred.
- Outbound Call Experience: Experience making outbound calls for surveys or customer follow-ups is an advantage
- Technical Skills: Familiarity with Freshworks or similar customer support software
- Attention to Detail: Ability to handle multiple customer interactions while ensuring high-quality service and accurate issue documentation
- Time Management: Strong organizational skills to effectively manage call and email volumes
- Flexibility: Willingness to work shifts, including nights, weekends, and holidays, as required by the business
Preferred Qualifications:
- Prior experience in a customer service or support environment (especially in chat, phone, or email support)
- Familiarity with handling escalations and resolving customer concerns efficiently
- Knowledge of the German market and consumer behaviors is an advantage
Additional Information:
- Tools & Platform: Training on the Freshworks platform will be provided for chat, email, and phone support management
- Work Setup: This is a remote position with flexible working hours, depending on the business needs
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
Disclaimer:
This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.
