Job Description:
We are looking for immediate joiners for Agent role/ Customer Support Representative with German expertise(B2 or C1) – Voice.
Anywhere from India who are willing to relocate to Hyderabad.
Salary will be paid upto 7.5 LPA maximum. Look for candidates who are willing for night shifts.
Job description for the Customer Support Representative - German Language(B2) Voice.
Job Description:
- Qualification : Graduate /Postgraduate
- Minimum 2-5 years of international Customer Support Representative with German expertise.
- 5 days working and 2 days off.
- Should be ok with night shift and rotational off.
- Excellent communication skills.
- Work Location :Hyderabad
- 2-way cab facility will be provided.
- Immediate Notice preferred .
Roles & Responsibilities:
Customer Support & Issue Resolution
- Handle customer inquiries via calls, emails, and/or chat, depending on assigned LOB and market.
- Resolve issues related to orders, returns, repairs, exchanges, product troubleshooting, and account concerns.
- Provide first‑contact resolution whenever possible and escalate complex cases per defined procedures.
- Apply soft skills to de‑escalate difficult interactions and turn negative experiences into positive outcomes.
Documentation & Systems Use
- Accurately document all customer interactions in client‑approved systems.
- Create and update cases, orders, and service tickets following client guidelines.
- Ensure correctness of data to support downstream teams (logistics, repairs, QA, analytics).
Process & Policy Adherence
- Follow client ‑approved process flows, scripts, and escalation paths, with flexibility when customer experience requires it.
- Comply with Quality Information Security Management System (QISMS) and PCI‑DSS standards to protect customer and company data.
Performance & Quality
- Meet defined KPIs such as handle time, documentation accuracy, quality scores, adherence, and customer satisfaction.
- Act on coaching feedback and participate in upskilling or cross‑training as required.
- Maintain schedule adherence and proper use of AUX codes.
Collaboration & Team Contribution
- Work closely with team leaders, SMEs, QA, WFM, and support teams.
- Participate in huddles, updates, and program communications.
- Support ramp‑ups, stabilization periods, and volume spikes when needed.
Required Skills & Competencies
- Strong verbal and written communication skills
- Customer‑first mindset with problem‑solving ability
- Attention to detail and accurate documentation
- Ability to navigate multiple systems simultaneously
- Willingness to follow structured processes while applying judgment
Note: Resource must have German Language expert certification with either B2 or C1.
Interested candidates can share their CV's to '[email protected]'
Pay: ₹650,000.00 - ₹750,000.00 per month
Work Location: In person
