Customer Experience Specialist – Technical Support & Premium Brands

Position: Customer Experience Specialist Technical Support & Premium Brands
Language: German English
Location: Athens or Thessaloniki Greece
Work Model: On-site / Remote Rotational Shifts
Eligibility: EU Citizen or Valid Residency in Greece

The Role:
Are you fluent in German and passionate about helping people Join a world-class customer experience team supporting leading international brands across telecommunications premium consumer products digital services and business solutions. As the first point of contact for German-speaking customers you will solve technical issues and answer account billing and order some teams you will also handle claims refunds and sales opportunities using modern tools such as Salesforce. You will receive comprehensive training and a nesting period with experienced colleagues so you are fully prepared before taking on live interactions with room to become a cross-skilled expert over time.

Key Responsibilities:
- Handle inbound customer contacts via phone email and chat delivering a professional empathetic service.
- Diagnose and troubleshoot technical issues related to products devices apps and digital services.
- Assist customers with account billing payment order and delivery questions.
- Process requests such as refunds cancellations modifications and claims following established procedures.
- In sales-focused teams identify opportunities for cross-selling upselling and contract renewals and work to retain customers.
- Escalate complex cases to specialised teams and follow up until they are resolved.
- Accurately document all interactions in CRM systems.
- Maintain high standards of quality and customer satisfaction.

Requirements:
- Native-level or C1 proficiency in German.
- B2 level proficiency in English (or higher) for training and internal communication.
- Good PC knowledge and the ability to navigate multiple tools and systems.
- A customer-oriented mindset and strong problem-solving skills.
- Excellent oral and written communication skills.
- Ability to multitask in a fast-paced environment.
- Typing speed of at least 25 words per minute.
- Previous experience in customer service technical support or sales is valued but not required for every position.

Additional Information:
- 8-month contract with potential for extension.
- Monthly productivity bonus based on target achievement (up to 250 depending on the team).
- Transportation bonus of up to 100 per month for on-site roles proportional to on-site days after training.
- In sales-focused teams: quarterly sales bonus of up to 900 gross based on KPI achievement.
- Relocation support for eligible candidates.
- In selected remote roles: a flight ticket home for every 6 months of completed tenure.
- Comprehensive training and a nesting period before working independently.
- Performance measured through clear KPIs such as customer satisfaction (CSAT) first contact resolution (FCR) and quality scores.
- Supportive team environment with team activities and events.