Customer Support Representative (German)

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Role Purpose

As a Customer Support Representative, you will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers via email, phone and chat channels. Working alongside a team of other Customer Support Representatives, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements, regulatory requirements (e.g., GDPR, PSD2) and upholding our company’s service standards. With a focus on technical and analytical skills, you will ensure timely and effective resolution of requests. This role is critical in maintaining positive customer relationships, ensuring queries are addressed promptly, and contributing to a culture of continuous improvement. You will also update and enhance knowledge base articles, helping to empower customers with self-service tools. In doing so, you’ll sharpen your problem-solving skills, build expertise in the payments industry, and lay a foundation for future growth.

Key Responsibilities

• Frontline Support: Handle Level 1 customer inquiries via phone, chat and email, providing clear and accurate resolutions. Troubleshoot basic product or service issues as the first course of action, ensuring escalation to higher tiers is a last resort when necessary.
• Refunds & Disputes: Process and approve refund requests in accordance with company policy. Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures. Resilience and effective communication are vital when addressing complex customer interactions to achieve positive outcomes alongside adherence to policies.
• Knowledge Base Maintenance: Update and improve internal and external support documentation, including FAQs and troubleshooting guides, to ensure both customers and support teams have access to accurate, up-to-date information. Provide feedback to enhance self-service materials based on frequent customer questions and pain points.
• Collaboration & Escalations: Liaise with the Product Support teams to escalate complex issues. Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.
• Customer Satisfaction & Service Quality: Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support. Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.
• Administrative & Reporting: Maintain accurate records of customer interactions and transactions in our CRM. Contribute to team meetings and provide insights on recurring challenges and inquiries.

Key Skills and Competencies

• Bilingual or Multilingual Expertise: Fluency in English (verbal and written) and German.
• Customer-Centric Communication: Excellent verbal and written communication skills, capable of empathising with customers while efficiently resolving issues.
• Problem-Solving & Attention to Detail: Ability to swiftly identify the core issue, conduct basic troubleshooting, and follow detailed procedures accurately.
• Collaboration & Adaptability: Comfortable working within a distributed team, sharing insights and escalating issues to the appropriate team member.
• Organizational Skills: Capable of managing multiple inquiries simultaneously, maintaining thorough and accurate records.
• Tech Savvy: Skilled in using CRM software (e.g., Zendesk); ability to quickly learn new tools, systems, and processes.
• Regulatory Awareness: Basic familiarity with industry regulations (GDPR, PSD2) or willingness to learn compliance essentials.

Qualifications

• Essential: Fluency in German and must be able to work within Central European Standard Time (CEST) hours, Mon-Fri 9am-5pm CEST. Minimum 1 year experience in a customer-facing or call centre environment. Fluency in English both spoken and written.
• Desirable: Background in payments, e-commerce, or related field. Competency in using CRM systems; Zendesk experience is a plus.