Job Title: Remote German-Speaking Customer Support Representative (Bulgaria) Location: Remote (within Bulgaria) Industry: E-commerce Language Requirements: Minimum B2 level in both German and English About Us: We are a leading company in the e-commerce sector, delivering high-quality products and services to our customers across the globe.
Our dedication to customer satisfaction has made us a trusted brand in the industry.
We're currently looking for passionate, solution-oriented, and customer-focused individuals to join our dynamic customer support team.
This is a fantastic opportunity to be part of a growing and successful organization that values its employees, fosters career growth, and offers an excellent benefits package.
Position Overview: We are looking for a German-Speaking Customer Support Representative to join our team.
As a customer support agent, you will be the primary point of contact for our German-speaking customers, ensuring they receive the highest level of service and satisfaction.
This position is fully remote , available to candidates located within Bulgaria.
You will be part of a vibrant international team, collaborating closely with colleagues from various departments to resolve customer inquiries, process orders, handle returns and refunds, and provide a seamless customer experience.
The ideal candidate will be fluent in both German (B2 minimum) and English (B2 minimum) , possess excellent communication skills, and be driven by customer satisfaction.
Previous experience in customer support or the e-commerce industry is a plus, though not required.
We provide all necessary equipment and offer an inclusive and supportive environment where you can grow your career.
Key Responsibilities: Customer Interaction: Provide timely, professional, and helpful responses to customer inquiries via various channels (e.g., email, live chat, phone), ensuring customers' needs are met with empathy and efficiency.
Order Assistance: Assist customers with order processing, tracking, product inquiries, and issue resolution.
Ensure customer orders are processed accurately and on time.
Problem Resolution: Handle complaints, returns, refunds, and exchanges by identifying and resolving issues while maintaining a positive and customer-focused attitude.
Product Knowledge: Stay up-to-date with product details and promotions to effectively assist customers in making informed purchasing decisions.
Technical Support: Provide basic troubleshooting and product guidance to customers experiencing issues with orders or our website.
Collaboration: Work closely with other departments (e.g., logistics, sales, technical support) to ensure customers' needs are addressed promptly and effectively.
Documentation: Accurately document customer interactions, issues, and solutions in the company's CRM system.
Customer Feedback: Gather and communicate customer feedback to the relevant teams for continuous improvement of products and services.
Adhere to Policies: Follow company policies and procedures for handling returns, refunds, exchanges, and escalation protocols.
Qualifications: Language Skills: German : Minimum B2 level (spoken and written).
Must be able to communicate fluently and professionally with German-speaking customers.
English : Minimum B2 level (spoken and written).
Comfortable working in an English-speaking environment and assisting customers in English when needed.
Experience: Previous experience in customer support or in the e-commerce industry is beneficial but not mandatory.
Familiarity with CRM systems and customer service software (e.g., Zendesk, Salesforce, etc.)
is an advantage.
Skills and Attributes: Strong communication skills with a focus on clear and friendly language.
Problem-solving mindset and ability to think on your feet.
Excellent organizational skills and attention to detail.
Ability to multitask and manage time effectively in a remote work environment.
Positive, customer-centric attitude with a passion for helping others.
Technical Requirements: A stable internet connection (minimum 20 Mbps download and 5 Mbps upload).
A reliable, quiet workspace free from distractions.
The ability to work remotely using a computer, phone, and headset for communication purposes.
What We Offer: Competitive Salary: A competitive salary based on experience and skills, ensuring your contributions are recognized and rewarded.
Benefits Package: Comprehensive health and life insurance coverage.
Paid time off (annual leave, public holidays, sick leave).
Professional development opportunities to support your career growth and long-term success within the company.
Remote Work Flexibility: This role is fully remote within Bulgaria, giving you the flexibility to work from the comfort of your own home.
Equipment Provided: All necessary equipment for the role, including a laptop, headset, and software tools, will be provided by the company.
Career Growth: Access to continuous training, career development programs, and opportunities to grow within the company.
We encourage employees to take on new challenges and advance in their careers.
Inclusive Work Environment: Join a supportive and inclusive team culture, where your ideas are valued and your contributions are recognized.