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.
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