Customer Care Representatives - Germany

Job description

Responsibilities

• Handle customer inquiries via phone, email, and live chat.
  
• Respond promptly to customer questions and follow up on unresolved cases.
  
• Provide product information, usage guidance, and troubleshooting support.
  
• Assist customers with after-sales issues, returns, and warranty-related concerns.
  
• Create, manage, and follow up on support tickets until resolution.
  
• Escalate complex issues and provide timely feedback to relevant teams.
  
• Collect customer feedback and report recurring issues for process improvement.
  
• Meet email, call, and chat performance targets.
  
• Maintain accurate records of customer interactions.
  
• Provide remote support and guidance through video calls when required.
  

Requirements

• College diploma/degree or higher.
  
• Fluent in English and German (B2/C1 level or above) with excellent verbal and written communication skills.
  
• Neutral or American-accent English is preferred.
  
• Minimum 1 year of customer service, technical support, or after-sales experience.
  
• Strong problem-solving, communication, and customer service skills.
  
• Ability to learn product knowledge and troubleshooting procedures quickly.
  
• Technical support experience preferred.
  
• Comfortable working European and American time zones, including weekends or night shifts when required.
  
• Professional appearance and comfortable with video-based customer support.
  
• Reliable, responsible, and committed to long-term employment.
  

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As part of the screening process, we kindly request that you record and share a short introduction video in German (1–2 minutes). In your video, please briefly introduce yourself and cover the following:

• Your name and current location
  
• Your experience in customer service or related roles
  
• Your German language proficiency
  
• Why are you interested in this position?
  

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BenefitsSalary: Ksh50,000ksh gross + Bonuses depending on the campaign (full-time)
Contract: Long term 
Location: Onsite 

Requirements

Unspecified 1