Customer Support Representative - German Speaking

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.
• Contributes 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.