Customer Service Specialist with German

We are looking for a People & Organization Service Center Specialist with German for one of our global clients.

Key responsibilities:

• Handle customer inquiries through multiple intake channels (Phone, Webchat & Tickets) following established procedures and service guidelines.

• Support customers across different countries while ensuring high-quality service delivery and clear communication.

• Resolve issues efficiently by using internal systems, knowledge bases, and documented workflows.

• Guide customers on processes, tools, and services to promote first-contact resolution and self-service whenever applicable.

• Maintain professionalism during challenging interactions and manage dissatisfied customers with empathy and confidence.

• Prioritize daily workload to meet SLA targets, CSAT goals, and productivity metrics while ensuring timely responses to chats and calls.

• Work collaboratively with team members and support groups to resolve complex cases.

• Monitor open cases and proactively update customers on progress or available workarounds.

• Maintain accurate documentation and contribute to continuous process improvement.

• Identify recurring issues and support root cause analysis of service failures.

• Ensure all customer data is handled according to confidentiality standards and data protection laws (GDPR compliance).

• Maintain high accuracy in case documentation and system updates.

What are we looking for?

• Bachelor’s degree or equivalent experience (preferably in Business, Communications, or Customer Service).

• 1+ year of experience in a Contact Center / Customer Support / Shared Services environment.

• Experience supporting customers via phone, chat, and ticketing systems.

• Ability to work with multiple systems (CRM tools, ticketing platforms, internal databases).

• Strong ability to follow procedures and handle repetitive tasks with high accuracy.

• Excellent conflict resolution and customer interaction skills.

• Ability to work under pressure in a fast-paced environment with strong time management skills.

• Ability to handle confidential and sensitive customer information responsibly.

• Fluency in German, English, and Polish.

• Strong communication, listening, and problem-solving skills.