Customer Support Agent - German Market

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Requirements:

• Fluent communicating in German, in both written and spoken.
• Comfortable in English.
• Love helping people and solving problems, whether it’s over the phone or by email.
• Comfortable with MS Office and can pick up new tools quickly.
• Stay organised and keep delivering quality service.

Responsibilities:

• Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed.
• Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
• Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
• Foster positive interactions in all communications, making sure customers feel understood and supported.
• Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
• Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
• Follow all applicable policies and regulations, including client policies, EU legal frameworks, and local government regulations.