German Bilingual Customer Support Specialist Project Based (ZA)

Role Details

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

We are looking for a motivated GermanEnglish Bilingual Customer Support Specialist to support a global childrens entertainment company that delivers immersive screen-free audio experiences through storytelling music learning content and interactive play designed for children ages 19.

In this role you will deliver high-quality customer support while assisting families with product usage orders account inquiries and basic technical troubleshooting. You will engage customers across email and chat in both German and English ensuring a smooth supportive and positive experience from onboarding to everyday use.

This position requires strong communication skills customer empathy and the ability to thrive in a fast-paced family-focused environment where delivering exceptional service and enhancing childrens learning and play experiences are at the heart of every interaction.

What Youll Do:

• Provide outstanding customer experience across email and live chat in both English and German
• Handle customer inquiries ranging from product information order support account questions and basic technical troubleshooting
• Meet customer service KPIs defined by the Customer Happiness Manager (response time resolution time CSAT etc.)
• Consistently achieve individual and team performance goals
• Demonstrate strong understanding of policies processes and product guidelines
• Work cross-functionally to resolve complex customer issues efficiently
• Collect and share customer insights to improve product experience and service quality
• Identify recurring issues and escalate trends for timely resolution
• Proactively collaborate with internal teams to improve workflows and customer experience
• Confidently navigate multiple tools and platforms (CRM ticketing systems knowledge bases)
• Support additional tasks as assigned by the Customer Happiness Manager

What We Expect From You:

• 1 years of experience in a customer service or support role
• Experience in consumer goods toys electronics or subscription-based products is a plus
• Fluent German and English communication skills (written and verbal)
• Experience with Zendesk or similar customer support tools is an advantage
• Strong organizational skills and ability to work across global/time-zone distributed teams
• Friendly calm and customer-focused personality
• Strong problem-solving and critical thinking abilities
• Proactive collaborative and solution-oriented mindset
• Active listener with strong attention to detail
• Quick learner with the ability to adapt to new systems and processes

What Youll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical dental and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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