Customer Care Representatives - German

We are seeking Customer service Representatives for a Business Process Outsourcing client (BPO) who offers tailored solutions to drive efficiency, reduce costs and enhance customer satisfaction to optimize operations while ensuring seamless customer interactions.

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.

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?

Benefits

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