Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Assist customers with inquiries via email, chat, and phone while resolving issues efficiently.
- Company: Join a global leader in payment services, enhancing customer experiences across various platforms.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a dedicated team that values exceptional service and customer satisfaction.
- Qualifications: 2 years' experience in customer support roles; familiarity with service management tools is a plus.
- Other info: Ideal for those who thrive under pressure and enjoy problem-solving in a fast-paced setting.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a German Speaking Customer Service Agent based in London to join our client.
About The Client: We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Customer Support team plays a vital role in ensuring seamless operations and outstanding end-user customer experiences.
Role Summary: As a Customer Support Agent, you will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers. Working alongside a team of other Customer Support Agents, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a focus on technical and analytical skills, you will ensure timely and effective resolution of requests.
Responsibilities:
- Assist end-user customers through various communication channels, including email, chat, phone and service management platforms.
- Promptly acknowledge and resolve customer requests according to priority set and within defined service level agreements.
- Follow standard operating procedures, utilizing knowledge base articles and internal documentation to resolve requests.
- Support end-user customers with transaction issues, technical problems and handling both online and offline refund processing.
- Provide professional, courteous, and efficient service, exceeding customer expectations.
- Escalate advanced or ad-hoc requests to your manager.
- Able to work independently and efficiently without close supervision.
- Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
- Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
- Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.
Qualifications:
- Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
- Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
- Working knowledge of websites, web applications, and mobile applications, including APIs is a plus.
- Excellent critical thinking and analytical skills, enabling effective problem-solving and decision-making.
- Strong verbal and written communication skills in English, with a customer-centric approach.
- Ability to thrive under pressure while maintaining professionalism.
- Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
- Self-motivation, initiative, and accountability in handling responsibilities and tasks.
- Effective collaboration skills, both in individual and team-oriented settings, with active participation.
The ideal candidate for this role has a minimum of 2 years' experience in customer or client facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently.
Customer Support Representative - German Speaking employer: Initiate International
Contact Detail:
Initiate International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative - German Speaking
✨Tip Number 1
Familiarise yourself with the payment services industry. Understanding the basics of how payment systems work will give you an edge in conversations and help you resolve customer inquiries more effectively.
✨Tip Number 2
Brush up on your technical skills, especially if you have experience with service management tools like Zendesk or Jira. Being comfortable with these platforms will not only help you in your role but also impress us during the interview.
✨Tip Number 3
Practice your problem-solving skills by simulating customer scenarios. Think about common issues customers face and how you would address them, as this will prepare you for real-life situations in the role.
✨Tip Number 4
Showcase your ability to work under pressure by sharing examples from your past experiences. We value candidates who can maintain professionalism and efficiency in a fast-paced environment, so be ready to discuss how you've handled challenging situations.
We think you need these skills to ace Customer Support Representative - German Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support roles, especially any experience with payment services or technical support. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to resolve issues effectively. Mention your proficiency in German and English, and provide examples of how you've exceeded customer expectations in previous roles.
Highlight Technical Skills: Since the role requires familiarity with service management tools and web applications, be sure to mention any relevant technical skills or experiences you have. This could include using tools like Zendesk or Jira, as well as any knowledge of APIs.
Showcase Problem-Solving Abilities: In your application, emphasise your critical thinking and analytical skills. Provide specific examples of how you've successfully resolved customer inquiries or technical issues in the past, demonstrating your ability to thrive under pressure.
How to prepare for a job interview at Initiate International
✨Showcase Your Language Skills
Since this role requires German-speaking abilities, be prepared to demonstrate your fluency during the interview. You might be asked to answer questions or even role-play scenarios in German, so practice speaking clearly and confidently.
✨Familiarise Yourself with Customer Support Tools
Make sure you have a good understanding of service management tools like Zendesk or Jira Service Management. Be ready to discuss any experience you have with these platforms, as well as how you would use them to enhance customer support.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of web applications and APIs. Be prepared to answer questions about troubleshooting common issues and how you would approach resolving technical problems for customers.
✨Demonstrate Your Problem-Solving Skills
Think of examples from your past experiences where you successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to work under pressure.
