Customer Support Agent (German)

SUMMARY:
The purpose of this role is to serve as the first line of support for German-speaking customers to ensure a positive experience and swift inquiry resolution.

POSITION INFO:

 Customer Support Agent (German)

Provide support to German-speaking customers as the initial point of contact in a 100% remote role.

Remote in South Africa

Market-Related Salary.

About Our Client

Our client is a dynamic, fast-growing international company dedicated to simplifying the customer experience through technology. They operate a remote team environment where members contribute to a collaborative and inclusive global workspace.

The Role: Customer Support Agent

The purpose of this role is to serve as the first line of support for German-speaking customers to ensure a positive experience and swift inquiry resolution. It contributes to the business by maintaining high customer satisfaction levels and meeting service level agreement targets while identifying issues for escalation. The main focus areas include professional communication across multiple channels, troubleshooting technical issues, and documenting interactions within the company ticketing system.

Key Responsibilities

• Provide customer service with 1+ years of experience in a support role, preferably in a remote environment.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat in German.

• Diagnose and troubleshoot basic technical and account-related issues efficiently.

• Document all customer interactions, feedback, and resolutions accurately in the CRM/ticketing system.

• Escalate complex issues to the 2nd Level Support team to ensure a smooth handover.

• Meet service level agreement (SLA) targets and maintain high customer satisfaction.

• Contribute to the continuous improvement of the knowledge base and support processes.

About You

• Native or near-native proficiency in German (spoken and written) is mandatory.

• 1+ years of proven experience in a Customer Service or 1st Level Support role.

• Experience working with CRM software (e.g., Zendesk, Salesforce) and ticketing systems.

• Legal authorization to work from South Africa.

• Stable, reliable high-speed internet connection and a dedicated, distraction-free home office setup.

• Flexibility to work a schedule including Monday-Friday 5 pm-8/9 pm and weekends 10 am-5 pm.

• Strong technical aptitude and proactive problem-solving skills.

• Exceptional verbal and written communication skills with a patient and empathetic demeanor.