About this role

Deliver high-quality customer support across voice, email, and live chat
Manage inbound and outbound customer interactions professionally
Resolve customer queries at first point of contact whenever possible
Handle complaints and escalations calmly and in line with internal procedures
Provide support with account queries, orders, payments, and service-related matters
Accurately log and update customer records using CRM and ticketing systems
Work in accordance with SLAs and quality standards
Meet individual and team KPIs related to productivity, quality, and customer satisfaction
Stay up to date with product knowledge, processes, and system updates
Ensure compliance with data protection and internal security policies
Identify recurring issues and share improvement suggestions with team leaders

C2-level fluency in German, plus strong English skills
Minimum 2 years of experience in customer service or contact centre environments
Confident supporting customers via phone, email, and live chat
Experience working in a fast-paced, consumer-focused environment
Comfortable using CRM systems and digital tools. Zendesk experience is an advantage
Strong organisational skills and attention to detail
Proactive and solution-oriented mindset

German Customer Service Representative

Key skills