Customer Experience Agent with English and German

Your responsibilities

• Provide frontline customer support through live chat, case management systems, and other approved communication channels.
• Respond to customer inquiries related to the platform in a professional, timely, and customer-focused manner.
• Support customers with platform navigation, functionality, and troubleshooting common issues.
• Identify customer needs, investigate reported problems, and provide appropriate solutions based on established procedures.
• Create, update, and manage customer cases, ensuring accurate documentation and follow-up.
• Monitor open cases and proactively communicate with customers to ensure timely resolution.
• Escalate complex or technical issues to the relevant internal teams when necessary.
• Collaborate with internal stakeholders to investigate and resolve customer concerns.
• Maintain up-to-date knowledge of platform features, processes, and available support resources.

What we can offer

• temporary employment contract for about 1 year,
• possibility to work from home 2 days a week,
• gaining experience in an international and innovative company,
• reaching customers all over the world.

Requirements

• Previous experience in customer service, customer support, helpdesk, or a similar role.
• Good command of English and German, both written and spoken.
• Strong communication and interpersonal skills, with a customer-oriented mindset.
• Comfortable working with digital platforms, IT systems, and case management tools.
• Good organizational skills and the ability to manage multiple customer inquiries and cases simultaneously.
• Attention to detail and a strong sense of responsibility for assigned tasks.
• Ability to work independently while also collaborating effectively with a team.
• Previous experience with CRM or ticketing systems.