Customer Support Specialist with German (24/7 shifts)

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Requirements:

• C1 level and above in spoken and written German and B2 level in spoken and written English.
• At least 2 years of customer service experience, including 1 year in international inbound phone support.
• Experience with vulnerable customers or fraud cases is an advantage.
• Confident in communicating with customers and guiding them through challenging situations.
• Ability to spot patterns and propose product or experience improvements.
• Strong organizational skills and proficiency in tools like Kustomer, GSuite, and Jira.
• Comfortable working in 24/7 rotational shifts with consideration for scheduling preferences.

Responsibilities:

• Attending calls on an emergency inbound phone line for fraud reports.
• Working with other financial institutions to recover funds.
• Ensuring members receive outstanding support quickly while maintaining detailed product knowledge.
• Helping members understand requirements and providing updates during investigations.
• Exploring data and aiding with performance reporting of products and services.
• Demonstrating values to new team members and assisting with back-office tasks.