First-Line Manager (Russian/Ukrainian)

Job Description This is a remote position. Who we are Negentrix Holding is an educational company with a mission to help people integrate into Germany through practical education and employment. We operate three schools — IT Career Hub, DWW Akademie, and Beam Institute of Technology — where we train students for in-demand professions and support them all the way from choosing their career path to securing their first job. Our audience consists of people for whom German is not their native language, but Germany is their new home. We know how to help them become part of society and succeed professionally. We are currently looking for a First-Line Manager to handle incoming client inquiries and qualify warm leads. What You'll Be Doing: Respond to new incoming inquiries within the SLA (up to 15 minutes). Follow up on missed calls according to the contact protocol. Make up to 6 call attempts within 3 days following the established process. Conduct initial qualification calls (up to 7 minutes) using a structured script. Collect key client information according to the qualification checklist. Explain the reason for the call and the next steps in the customer journey. Schedule consultations with Sales Managers or the Admissions Team. Communicate with clients via WhatsApp and email using prepared templates. Accurately update deal stages, tasks, and client information in CRM. Record all communication results in CRM without missing details. Follow scripts, communication standards, SLA requirements, and lead processing procedures. Requirements At least 6 months of experience in a call center, customer service, first-line sales, or a similar client-facing role. Strong communication skills and clear speech. Fluent Russian language (spoken and written). Ukrainian language proficiency. Experience working with CRM systems, telephony, messengers, and email communication. Ability to follow scripts while keeping conversations natural and engaging. Strong attention to detail and accuracy when working with customer data. Ability to manage multiple leads and tasks simultaneously. Responsibility, discipline, and ability to work according to KPIs. Stable internet connection, computer, and headset. Will be a plus: Experience in EdTech, education, healthcare, migration, or similar industries. Experience working with clients from Germany. Knowledge of German. Understanding of the German education system. Experience with Zoho CRM, amoCRM, or similar systems. Benefits Remote work. Shift-based schedule with both weekdays and weekends. Working hours of the client line: 09:00–20:00 CET. Available shifts: 09:00–17:00 CET 12:00–20:00 CET Average workload: Around 35 new leads per day per line. Approximately 4.5–5 hours of active operational work per day. Most incoming requests arrive during the first half of the day. Fixed salary: €400/month. Performance bonus: €5 for every consultation successfully transferred to the second line. Quality bonus: €50/month for achieving 90+ points in call quality evaluation. Average monthly income with bonuses: €1,000–1,200 gross, depending on performance and KPI results. Work in an international Education Center with established processes and scripts. Opportunity for professional growth in sales and customer operations.