- Handle inbound and outbound calls with German-speaking customers in a professional and customer-focused manner.
- Respond to customer inquiries through email, live chat, and ticketing systems.
- Understand customer requests, identify issues, and provide accurate and timely solutions.
- Process customer requests and transactions according to established operational procedures.
- Document customer interactions, requests, actions taken, and case resolutions accurately.
- Follow company procedures, quality standards, data protection policies, and compliance requirements.
- Meet defined SLAs, productivity targets, quality standards, and customer satisfaction KPIs.
- Identify recurring customer issues and contribute to process and service improvements.
- Maintain a high level of professionalism and service quality across both verbal and written communication channels.
Requirements
· German language proficiency: Minimum B2 level (CEFR)
· Strong verbal and written communication skills in German
· Bachelor's degree preferred
· Fresh graduates can be considered
· Strong customer service orientation and problem-solving skills
Preferred Qualifications
· 0-1 year of experience in Customer Service, Operations, BPO, or Support functions
· Experience handling voice and/or non-voice processes
· Basic knowledge of MS Office (Word, Excel, Outlook, PowerPoint)
· Experience with CRM or ticketing tools is an added advantage
· Good typing skills and attention to detail