Customer Service Advisors (German Language)

We are seeking dedicated Customer Service Advisors fluent in German to join our team. As a Customer Service Advisor, you will be responsible for providing exceptional customer support primarily through phone, email, and chat channels. Your role will involve resolving customer inquiries promptly and ensuring a positive customer experience. Responsibilities: Manage inbound and outbound phone calls with customers in German, addressing their queries and concerns professionally. Record case resolutions accurately in the contact centre tool based on customer interactions via phone, email, chat, etc. Ensure timely resolution of cases within defined service level agreements and individual performance metrics. Escalate complex issues to supervisors or specialized teams as per established procedures. Work independently as well as collaboratively within a team environment to achieve departmental goals. Communicate effectively with internal stakeholders and external contacts to facilitate issue resolution. Strive to achieve high levels of customer satisfaction on all interactions. Adhere to quality standards for all customer interactions and maintain accurate documentation. Fulfill rostered hours and meet staffed time requirements. Handle customer contacts while meeting project KPIs such as response time, handle time, and resolution rate. Undertake additional ad hoc tasks that contribute to improved customer service delivery or operational efficiency. Attend and actively participate in training sessions to enhance product knowledge and customer service skills. Preferred Competencies: Proficiency in using computers and ability to navigate multiple systems and applications efficiently. Positive, friendly, and proactive attitude with strong problem-solving skills. Team-oriented mindset with the ability to collaborate effectively in a fast-paced environment. Service-oriented approach with a commitment to delivering excellent customer experiences. Flexibility to work varying shift hours or part-time schedules as required. Excellent written communication skills in German for handling written customer interactions, with a typing speed of at least 50 words per minute. Clear background check without any criminal record or default payments. Educational / Professional Qualifications: Near-native proficiency (CEFR level C1) or native fluency in German, along with manageable English skills (B1+ or better) for understanding documentation and logging information accurately. Previous experience in a customer service or contact centre environment is advantageous. Benefits: Salary and Health Insurance for the candidate including spouse and kids. Relocation package: Flight and 4 weeks of accommodation for the candidate. Interview process : HR - Ops - Language assessment - Typing. Working hours : 40 hours per week (8-hour shifts). Application Instructions: If you meet the qualifications outlined above and is eager to contribute to our team, please submit your resume and cover letter in English and German to [email protected].