German Customer Support Specialist

Summary

Join our team as a German Customer Support Specialist and provide high-quality customer service to our German-speaking clients. The ideal candidate must be a German citizen and able to present a valid German passport.

Requirements

• Must be a German citizen and able to provide a valid German passport
• Fluency in German (written and spoken) is essential. Strong communication skills in English are a plus
• Previous experience in customer support roles (via phone, chat, or email) is preferred
• Experience making outbound calls for surveys or customer follow-ups is an advantage
• Familiarity with Freshworks or similar customer support software
• Ability to handle multiple customer interactions while ensuring high-quality service and accurate issue documentation
• Strong organizational skills to effectively manage call and email volumes
• Willingness to work shifts, including nights, weekends, and holidays, as required by the business

Responsibilities

• Handle inbound customer queries through chat, email, and phone in German, using the Freshworks platform
• Assist customers with questions regarding products, services, and technical issues, providing timely and accurate solutions
• Follow up on customer inquiries and provide updates on existing support tickets to ensure they are resolved efficiently
• Make outbound calls for customer surveys and updates on ongoing support cases during low-volume periods
• Analyze and resolve customer problems, escalating them when necessary to ensure swift resolution
• Ensure that each customer interaction meets or exceeds satisfaction standards by maintaining a positive, professional demeanor
• Accurately record all customer interactions, resolutions, and updates within the Freshworks system

Preferred Qualifications

• Prior experience in a customer service or support environment (especially in chat, phone, or email support)
• Familiarity with handling escalations and resolving customer concerns efficiently
• Knowledge of the German market and consumer behaviors is an advantage

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning