Offer summary

Qualifications:

Fluent in German and proficient in English (C1) with excellent communication skills., Ability to handle sensitive information and work under pressure., Strong problem-solving skills and attention to detail., Experience in a back-office environment is a plus, knowledge of SAP is advantageous..

Key responsibilities:

Support customers with their online orders, including delivery management and payment transactions.

Handle sensitive customer information while adhering to PCI and GDPR policies.

Interact with customers, couriers, and internal departments to enhance customer experience.

Quickly analyze complex problems and escalate issues as needed, while working collaboratively with the team.

Job description

Are you fluent in German and looking for an exciting remote opportunity in Portugal? We are seeking passionate and dedicated professionals to join our international team within the customer support industry. This role offers a chance to work with a world-renowned tech company, providing top-tier service and innovative solutions, all from the comfort of your home in mainland Portugal. If you're ready to bring your language skills and problem-solving abilities to a dynamic team, we want to hear from you!

Responsibilities:

If you are selected as a German Speaking Support Specialist, you would be responsible for the tasks below:

Support to customers’ online orders, throughout the whole journey (eg. delivery management, shipping investigations, returns, payment transactions, refunds, inbound/outbound calls and order information review, business related requests).
Handle very sensitive customer and client information, having to follow the standard PCI and GDPR policies
You will be interacting with customers, Carriers/Couriers, financial institutions, other Support Specialists, and other internal departments.
There is a wide range of responsibilities focused on improving the overall customer experience and maintaining the highest customer service standards at all times.
Quickly and effectively recognize and analyze complex problems and escalate to the dedicated team, if necessary, with the help of the Knowledge Base.
Team-oriented, combining efforts in achieving the project’s goals.

Requirements

In order to be selected as a German Speaking Support Specialist, you must have the requirements below:

Flawless communication skills, proficient (both written and oral) in English (C1)
Ability to work in a sensitive and classified information environment is an advantage
Ability to work quickly and efficiently under deadline pressure.
Very good accuracy and attention to detail, understanding that small details can make the
biggest difference.
Proven ability to work and make decisions with minimal supervision.
Proactively utilize strong problem-solving skills to deliver customer-focused solutions.
Working in a back-office environment with customer satisfaction in mind
Excellent written and verbal communication skills
Interest in self and team KPIs – focusing on what can be done instead of what cannot be.
Knowledge of SAP and Back-Office work is an advantage; otherwise, we can help with that.
As this job is directly related to order volume, flexibility is required and will occasionally involve overtime work.
Extraordinary teammate, thriving in an environment where camaraderie matters.

Benefits

Fully remote position to work from home from anywhere in Portugal mainland (no Portuguese islands included).
Equipment provided by the company.
Private health insurance from first day.
Salary: 1373 euros gross per month (12 payments per year) including allowances.
Performance bonus.
Free language lessons.
Working hours: 8h per day, 5 days per week from 7 am to midnight rotational.
Opportunities of career progression after 6 months.
Relocation package: refund of the flight ticket after 6 months.
Multicultural work environment.

Required profile