German Speaking Client Specialist
German Speaking Client Specialist
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Job Description
Were a globally recognized leader in customer experience partnering with some of the worlds most dynamic and engaging brands across various industries. Were growing our dedicated international team in the vibrant city of Sofia Bulgaria for an exciting and rewarding project with a leading global sports platform. Our mission is to deliver unparalleled support create seamless user experiences and foster strong lasting relationships with our community of users. If youre a highly motivated individual with German language skills and a passion for sports technology and delivering exceptional service in a fast-paced collaborative environment we invite you to join our diverse forward-thinking team.
Position Summary
Were looking for a proactive detail-oriented and empathetic German-Speaking Customer Experience Specialist to join our vital team in Sofia. This is an entirely on-site role fostering strong team collaboration and a dynamic office environment. As a Customer Experience Specialist youll be the primary point of contact for German-speaking users of the sports platform providing expert guidance and support across various channels including phone email and chat. Your key responsibility will be to ensure outstanding customer satisfaction efficiently manage user inquiries offer comprehensive platform and product information and maintain the high standards of service associated with our esteemed clients brand focusing on creating a seamless and positive journey for every user. This role is available for both full-time and part-time commitments.
Key Responsibilities
User Interaction & Support:
- Provide professional courteous and efficient support to German-speaking users via inbound phone calls emails and live chat acting as the first point of contact for all platform-related inquiries.
- Assist users with a wide range of questions and issues including account management technical troubleshooting feature explanations subscription inquiries and general platform navigation.
- Actively listen to user needs identify their underlying concerns and provide accurate tailored solutions that enhance their overall experience on the sports platform.
- Maintain a positive and helpful demeanor even in challenging or complex situations ensuring every interaction leaves a positive impression and strengthens user loyalty.
Problem Resolution & Journey Enhancement:
- Address and resolve user complaints concerns and platform-related issues with empathy patience and a strong solution-oriented approach striving for first-contact resolution.
- Guide users through troubleshooting steps for technical issues or platform functionalities where applicable.
- Escalate complex or unresolved issues to the appropriate internal teams (e.g. technical support product development) while maintaining clear and timely communication with the user.
- Document all user interactions including inquiries issues and resolutions accurately and thoroughly within the CRM system ensuring comprehensive records for future reference and analysis.
Platform Knowledge & Brand Representation:
- Develop an in-depth understanding of the sports platforms features services policies and community guidelines.
- Stay continuously updated on new platform updates features events and promotions to provide accurate timely and proactive information to users.
- Act as a true brand ambassador ensuring every user interaction reinforces a positive brand image builds trust and encourages continued engagement with the platform.
Collaboration & Continuous Improvement:
- Collaborate effectively with team members supervisors and other departments (e.g. technical marketing) to ensure seamless service delivery and consistent quality across all user touchpoints.
- Participate actively in training sessions team meetings and calibration exercises to enhance skills deepen platform knowledge and ensure alignment with evolving customer experience standards.
- Provide valuable feedback and insights on user trends common issues and opportunities for process improvements to help enhance overall user experience and operational efficiency within the sports platform project.
- Contribute to a positive and supportive team environment sharing knowledge and best practices to foster collective success and a culture of continuous improvement.
Who Were Looking For
Language Proficiency:
- German: Minimum B2 level proficiency essential for effective communication and comprehensive support for our German-speaking user base.
- English: Minimum B1 level proficiency required for internal communication training system navigation and collaboration with international teams.
Skills & Experience:
- Excellent verbal and written communication skills in both German and English with a strong ability to articulate complex information clearly concisely and empathetically.
- A strong customer-first attitude with genuine empathy patience and a deep passion for helping users.
- Proven problem-solving abilities and a methodical efficient approach to resolving user inquiries and issues.
- Ability to learn quickly adapt to new systems platform features and evolving customer service best practices.
- Strong organizational skills and meticulous attention to detail for accurate record-keeping and user follow-ups.
- Tech-savvy with the ability to quickly learn and navigate various internal systems CRM software and communication tools.
- Ability to work effectively within a team in a fast-paced on-site office environment handling multiple tasks and priorities.
- Prior experience in customer service technical support or a similar user-facing role is a valuable asset but not strictly mandatory comprehensive training will be provided to the right candidate who demonstrates the right attitude communication skills and eagerness to learn and grow!
- Must be currently based in Bulgaria as this is an on-site position.
What We Offer
- Competitive Salary: A highly attractive compensation package that recognizes your valuable linguistic skills and contributions to enhancing the user experience.
- Flexible Employment: Opportunity to work either full-time or part-time providing flexibility to suit your lifestyle.
- 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 in platform features and customer experience methodologies and clear internal career progression paths within a rapidly expanding global company.
- Relocation Package: Dedicated support for candidates relocating to Sofia including flight tickets to Sofia and initial accommodation assistance to ensure a smooth and stress-free transition.
- Vibrant Work Environment: Join a diverse international and supportive team in a modern office setting in Sofia.
- Paid Training: Comprehensive onboarding and continuous professional development programs to equip you with all the knowledge and tools for success.
- Employee Perks: Access to various employee engagement activities wellness initiatives and more designed to enhance your work-life balance.
Why Sofia
Sofia the capital of Bulgaria is a rapidly growing European hub that blends rich history with a modern dynamic atmosphere. With its vibrant cultural scene stunning mountain backdrops affordable cost of living and welcoming expatriate community Sofia offers an excellent quality of life. Working on-site in Sofia means youll be part of a dynamic local team while enjoying all the benefits of living in an exciting European capital making it an ideal location to build a career in customer experience.
Employment Type
Full Time
