Advisor I, Customer Service (German & English)

About the role

The Advisor I, Blended Support position provides bilingual (German and English) customer service through inbound and outbound calls, chats, emails, and web channels. You will act as the first point of contact, helping customers resolve routine issues related to the client’s products or services while ensuring a high level of satisfaction.

Key responsibilities

• Deliver service that meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements, use decision‑support tools, and provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers courteously and follow agreed procedures.
• Maintain basic knowledge of client products and services.
• Accurately document interactions and update the call‑tracking database.
• Refer customers to published materials, secondary sources, or senior staff when needed.
• Participate in initiatives aimed at improving customer satisfaction and business performance.

Required profile

• High school diploma; 3‑6 months of relevant experience preferred.
• Strong customer‑service orientation with courteous communication.
• Excellent written and verbal communication skills in both German and English.
• Dependable, detail‑oriented, and able to multitask in a fast‑paced environment.
• Flexibility to adapt to changes and work rotating shifts as required.
• Ability to work both independently and as part of a team.

Required skills