German Speaking Customer Support - Delivery (Hybrid)

German Speaking Customer Support - Delivery

Job Overview

We are seeking a problem-solving and customer-centric German Speaking Customer Support - Delivery to join a premier international customer experience provider in Sofia, Bulgaria. Supporting a global logistics project, you will act as the core touchpoint for customers tracking shipments, resolving transit exceptions, and managing delivery escalations. This role balances service excellence with efficient cross-functional coordination to ensure an optimal post-purchase experience.

Location & Work Mode

• City: Sofia
• Country: Bulgaria
• Work Mode: Hybrid (Structured as full-time remote work from home within Bulgaria, with a requirement to work one week per month on-site at the modern Sofia office infrastructure).

Your Role & Responsibilities

• Deliver high-quality omni-channel customer support via phone, email, and chat, addressing inquiries regarding active, delayed, or missing shipments.
• Assist users with technical package tracking updates, address modifications, and general delivery scheduling logistics.
• Investigate, track down, and resolve complex fulfillment bottlenecks (such as lost, damaged, or returned packages) by coordinating with regional vendors and local business partners.
• Maintain complete and accurate administrative summaries of all client cases and resolutions within tracking databases.
• Consistently meet or exceed internal performance indicators (KPIs) while maintaining high standards of data accuracy and service quality.

Your Qualifications

• Language Proficiency: Native or fluent German (C1/C2 level) paired with a good command of English (B2 level or higher).
• Education: Minimum of a High School diploma or equivalent.
• Technical Skills: Sound digital literacy, including solid familiarity with MS Office, Google Workspace, and standard ticket-routing software.
• Core Competencies: Strong multi-tasking abilities, sharp problem-solving instincts, exceptional organizational skills, and a clear, empathetic customer-first mindset.
• Experience (Advantage): Prior experience within a customer support environment is required; hands-on experience handling specialized logistics, e-commerce, or delivery-related support channels is highly desirable.

Shifts & Working Hours

• Schedule: Full-time hours operating on rotational shifts.
• Operational Window: Monday to Saturday, between 08:00 and 21:00.

Salary, Bonuses & Benefits

• Salary Range: €1,450 – €1,650 Gross base per month.
• Allowances: Monthly food allowance vouchers included.
• Health Coverage: Premium private health insurance plan provided from day one.
• Onboarding: Comprehensive initial technical training program fully covered and paid by the company.
• Perks: Active access to corporate wellbeing programs, internal skills workshops, stable career development mapping, and an active employee referral incentive scheme.

Relocation Support (For Candidates Outside Bulgaria)

• Travel Coordination: Coordinated airport pickup upon arrival and inbound flight/travel reimbursement up to 300 BGN (disbursed alongside your first monthly salary).
• Temporary Housing: 21 days of fully covered hotel accommodation in Sofia to ensure a smooth transition.
• Housing Search: Dedicated operational assistance from internal real estate specialists to help find and secure a permanent apartment.
• Relocation Bonus: A financial relocation bonus of €1,400 – €1,600 distributed seamlessly across two separate monthly installments.