German speaking Customer Support Representative (m/f/d)

Job Description

Responsibilities:

• Respond to customer inquiries via email and chat in German, adhering to company communication standards and response time requirements
• Resolve customer issues and provide efficient, effective solutions in accordance with established protocols
• Document all customer interactions and maintain accurate records within the support management system
• Identify and escalate complex issues to appropriate departments or senior personnel following established procedures
• Follow up with customers to confirm complete resolution of reported concerns
• Maintain professional demeanor while managing multiple concurrent customer requests
• Uphold professional standards within the team and share best practices with colleagues
• Meet established performance objectives regarding response time, resolution rate, and customer satisfaction scores
• Provide management with documented feedback on recurring customer concerns and product improvement recommendations

Qualifications

Required:

• Fluent proficiency in German (written and spoken); English language proficiency is advantageous
• Demonstrated professional experience in customer support or customer service operations
• Strong communication and interpersonal skills with the ability to maintain composure under pressure
• Excellent problem-solving capabilities and meticulous attention to detail
• Proficiency with computer systems and Customer Relationship Management (CRM) platforms
• Ability to manage multiple concurrent tasks and establish priorities effectively in a fast-paced environment
• Demonstrated empathy and patience in customer interactions
• High school diploma or equivalent qualification.

Preferred:

• Professional experience with ticketing systems or established knowledge of customer support best practices
• Additional language competencies, including English or other European languages.

Additional Information

• Stable employment in the fast-growing international company
• International career in a multicultural environment with lots of opportunities to grow
• Annual vacation of 28 calendar days and 1 additional day off on your birthday
• Health Insurance for access to various high-quality medical services (doctor visits, diagnostics, medical treatment)
• Mental Wellbeing Program – providing you and your immediate family members with free and confidential mental and physical health support services for a wide range of personal and work-related issues.
• Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
• Free English and German language classes
• Flexible working hours and hybrid work
• Gym in the Odesa office
• Military conscription reserve, AUTODOC is a resident of Dia City and have the status of "Critical Enterprise for Ukraine's Economy".