Customer Service Agent (m/w/x)
New
EuropeContractMiddle
Salary31,000 € - 40,000€ per year
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Job Details
- Languages
- German (C2), English (B2)
- Required Skills
- Customer supportZendesk
Requirements
- Proven experience in customer service, inbound support, call centers, or hospitality.
- Passion for customer support and conflict resolution.
- Ability to work in a high-paced, dynamic environment.
- High level of personal structure and resilience under pressure.
- Excellent German language skills (C2 level).
- Good English language skills (B2 level).
- Ability to work independently and contribute to process development.
- Interest in utilizing AI tools for customer service efficiency.
Responsibilities
- Serve as the primary point of contact for private and business customers regarding vehicle subscriptions.
- Handle inbound customer inquiries via telephone, email, and chat.
- Manage the end-to-end customer journey from contract receipt to vehicle return.
- Resolve complex cases through cross-functional team coordination.
- Identify improvement opportunities for ticketing systems and support processes.
- Execute escalation management and conflict resolution for frustrated customers.
- Monitor performance KPIs like CSAT and First Response Time to improve service quality.
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