Job Title: Customer Support Representative (Voice) - German expertise(B2 or C1)
Job Location: Q City, Hyderabad
Job Type: Full Time – Permanent
Experience: 2-5 years of international Customer Support Representative with German expertise.
Mode of Work: 5 days a week – Work from Office (Rotational Week off - not saturday/ sunday fixed off)
Shift: Rotational Night Shifts - should be open for Night shift (Two-way cab facility available)
Notice Period: Immediate Joiners Preferred
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.
- Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
- Excellent communication skills.
- Work Location :Q City, 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: Must have German Language expert certification with either B2 or C1.
Interested candidates, Kindly share your updated CV at [email protected]
Pay: From ₹400,000.00 per year
Work Location: In person
