Customer Service Agent – German Language

About the role

The Advisor I, Customer Service role provides support to customers via phone or online channels, handling routine product or service issues. The position requires German language proficiency and focuses on delivering service that meets contractual KPIs.

Key responsibilities

• Ensure service delivery meets contractual Key Performance Indicators.
• Clarify customer requirements and use decision‑support tools to resolve issues.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers courteously and professionally following established procedures.
• Maintain basic knowledge of client products and services.
• Prepare accurate work records and properly annotate accounts.
• Participate in activities aimed at improving customer satisfaction and business performance.
• Offer additional products or services when appropriate.
• Track, document, and retrieve information in the call‑tracking database.
• Refer customers to published materials, secondary sources, or senior staff as needed.

Required profile

• High school diploma (preferred) with 3‑6 months relevant experience.
• Courteous attitude with strong customer‑service orientation.
• Excellent written and verbal communication skills.
• Dependable, detail‑oriented, and able to multitask in a fast‑paced environment.
• Flexibility to adapt to changes and rotate shifts as required.
• Ability to work both independently and as part of a team.
• Patience and professionalism in all customer interactions.

Required skills

• PC knowledge and strong computer navigation skills.