German / English Bilingual Customer Service Representative

About the Role

The role ensures a high standard of customer service by resolving concerns efficiently, maintaining accurate records, and supporting smooth communication between customers and internal teams. Responsible for providing timely, professional, and customer-focused support by managing consumer inquiries, complaints, feedback, and service requests.

Role Description and Core Responsibilities

• Process and manage all types of consumer inquiries, including feedback, product suggestions, complaints, concerns, and general requests through ticketing software (Zendesk or similar platforms).
• Handle customer service cases from initial contact through resolution while ensuring timely responses and customer satisfaction.
• Maintain accurate documentation of customer interactions, resolutions, and case updates.
• Collaborate with internal departments to ensure customer concerns are resolved efficiently and effectively.
• Review, categorize, and monitor customer feedback trends to identify recurring issues and opportunities for improvement.
• Provide professional and friendly customer support via telephone, email, and digital communication channels.
• Coordinate customer request mailings and follow-up communications.
• Process quality-related notifications, customer orders, returns, and spare parts requests using internal systems such as SAP or other order management platforms.

Professional Knowledge and Experience

• Excellent written and verbal communication skills in English and German (C1 level or equivalent).
• Degree, diploma, or professional training in business administration, customer service, communication, or a related field.
• Experience working with ticketing systems (Zendesk preferred) and customer relationship management tools.
• Familiarity with order management systems such as SAP is an advantage.
• Ability to understand and respond to family needs, customer expectations, and child-focused product concerns.
• Adaptable, reliable, and committed to delivering exceptional customer experiences
• Strong results-oriented mindset with excellent problem-solving abilities.
• Customer-focused approach with empathy and patience when handling sensitive concerns.
• Highly organized with a structured and detail-oriented approach to work. Skills and Competencies
• Strong proficiency in MS Office applications, including Outlook, Excel, Word, and PowerPoint.
• Minimum of 1 year of experience in customer service, consumer support, or a similar role.
• Strong teamwork skills with clear, proactive, and professional communication.
• Ability to manage multiple priorities while maintaining accuracy and service quality.
• Positive, solution-driven communication style with customers and internal stakeholders.

Wage

• $10 USD/hour

Schedule

• Agent 1 - 9pm - 6am , Sunday to Thursday PST
• Agent 2 - 10pm -7am ; Monday to Friday PST

Job Type: Full-time

Application Question(s):

• (REQUIREMENT) Please paste the link to your 1-minute voice introduction in German and English here.

Work Location: Remote