German Speaking Customer Experience Specialist

Were a leading global provider of customer experience solutions partnering with some of the worlds most inventive and exciting brands across various sectors. Were growing our dedicated international team in lively Sofia Bulgaria for a dynamic and rewarding project supporting a top brand specializing in innovative hydration products. Our goal is to provide exceptional support and build strong lasting connections with customers making their journey with us enjoyable. If youre a highly motivated individual with native-level German language skills and a passion for delivering outstanding service in a fast-paced evolving environment we invite you to join our diverse collaborative and forward-thinking team.

Role Summary

Were looking for a proactive meticulous and empathetic Client Relations Specialist who speaks native-level German to join our crucial team in Sofia. This is a hybrid position blending 2 days of collaborative work in our modern Sofia office with 3 days of flexible remote work from your home in Bulgaria. As a Client Relations Specialist youll be the main point of contact for German-speaking customers offering expert support via phone email and chat. Your primary responsibility will be to ensure excellent customer satisfaction efficiently resolve inquiries provide thorough product information and uphold the high service standards of our respected clients brand.

Key Responsibilities

Customer Interaction & Support:

• Provide professional courteous and efficient support to German-speaking customers through inbound phone calls emails and live chat.
• Address a wide array of customer questions including product details usage tips order status subscription management loyalty program information and general assistance.
• Actively listen to customer needs pinpoint their concerns and offer accurate personalized solutions that improve their experience with the product.
• Maintain a positive and helpful demeanor even during difficult situations ensuring every interaction leaves a good impression.

Problem Solving & Technical Assistance:

• Investigate and resolve customer complaints and issues with empathy patience and a strong focus on finding solutions.
• Guide customers through troubleshooting steps for product-related questions or help them navigate digital platforms when needed.
• Escalate complex or unresolved issues to the appropriate internal teams while ensuring clear and timely communication with the customer.
• Document all customer interactions accurately and thoroughly within our CRM system creating comprehensive records for future reference and analysis.

Product Expertise & Brand Advocacy:

• Gain a deep understanding of our clients innovative hydration products services subscription models and brand policies.
• Stay continuously updated on new product launches flavor profiles features promotions and industry developments to provide precise and current information.
• Act as a true brand representative ensuring every customer interaction strengthens a positive brand image builds trust and fosters loyalty.

Teamwork & Improvement:

• Work effectively with team members supervisors and other departments (like logistics and marketing) to ensure seamless service delivery and consistent quality.
• Actively participate in training sessions team meetings and calibration exercises to enhance your skills deepen product knowledge and ensure alignment with service standards.
• Provide valuable feedback and insights on customer trends common issues and ways to improve processes helping to boost overall customer experience and operational efficiency.
• Contribute to a positive and supportive team environment sharing knowledge and best practices to help everyone succeed.

Who Were Looking For

Language Proficiency:

• German: Fluent/Native (C2 level) this is absolutely crucial for effective communication with our German-speaking customers.
• English: Proficient (B2 level minimum) necessary for internal communication training system navigation and collaborating with international teams.

Skills & Experience:

• Excellent verbal and written communication skills in both German and English with a strong ability to explain complex information clearly and concisely.
• A genuinely customer-first attitude with strong empathy patience and a friendly approach.
• Proven problem-solving abilities and a systematic way of efficiently resolving customer inquiries.
• The ability to learn quickly adapt to new information and embrace changes in products or systems.
• Strong organizational skills and meticulous attention to detail for accurate record-keeping.
• Tech-savvy capable of quickly learning and navigating various internal systems CRM software and communication tools.
• Able to work effectively both independently and as part of a team thriving in a hybrid work environment.
• Prior experience in customer service call center environments or a similar client-facing role is a valuable asset but not a strict requirement comprehensive training will be provided to the right candidate who demonstrates the right attitude communication skills and eagerness to learn!

What We Offer

• Competitive Salary: A very attractive compensation package that recognizes your valuable language skills and contributions.
• Comprehensive Benefits: Robust health and life insurance coverage to ensure your well-being and peace of mind.
• Career Growth: Significant opportunities for professional development specialized training and clear paths for internal career progression within our rapidly expanding global company.
• Relocation Package: Dedicated support for candidates moving to Sofia designed to ensure a smooth and stress-free transition.
• Hybrid Work Model: Enjoy the best of both worlds with a flexible schedule that combines on-site collaboration and remote work from within Bulgaria.
• Vibrant Work Environment: Join a diverse international and supportive team in a modern office setting.
• Paid Training: Comprehensive onboarding and ongoing professional development programs to equip you with all the knowledge and tools for success.
• Cultural Experience: An exciting opportunity to live and work in a dynamic European capital.
• Employee Perks: Access to various employee engagement activities wellness initiatives and more.

Why Sofia

Sofia Bulgarias capital is a rapidly growing European hub that beautifully blends rich history with a modern lively atmosphere. With its vibrant cultural scene stunning mountain views affordable living costs and welcoming expat community Sofia offers an excellent quality of life. Its a city bustling with opportunities and provides a fantastic environment for both professional growth and personal enrichment.