Customer Care Specialist – German

Position: Customer Care Specialist

Location: Remote/work from home in Montenegro

Employment type: Full-time


DUTIES AND RESPONSIBILITIES:

  • Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction
  • Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels
  • Navigate internal and external documentation and resources to provide world-class service
  • Identify and escalate priority or unresolved issues to appropriate internal teams
  • Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures
  • Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues
  • Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client
  • Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service
  • Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere.

    REQUIREMENTS:

    • Native or fluent in German, both verbal and written
    • Residing in Montenegro and being able to take on a job legally without the company’s support
    • Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
    • Experience in Customer Support, and technical support, especially with a help desk or other IT functions
    • Ability to go through a background check
    • Strong abilities to work independently and as a remote team player
    • Problem-solving and critical thinking skills
    • Adaptable and flexible, demonstrating abilities to work with process and information changes
    • Strong working knowledge of external systems and PC-based internet and software applications (e.g. internet, Microsoft Office)
    • Working schedule: Monday – Friday, shift rotation 08 AM – 06 PM. 40 hours a week.

      OFFER:

      • Excellent remuneration package based on experience, skills and performance
      • Indefinite contract
      • Private health and life insurance
      • Fully remote work from Montenegro
      • A dynamic and creative team with a positive and friendly atmosphere
      • Good work environment – the employer can show off great reviews from their employees
      • Guidance and tools to reach your full potential

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