Customer Support Operator (German)

TL;DR

Customer Support Operator (German): Managing customer inquiries via phone, email, and chat for an automotive e-commerce platform with an accent on efficient problem resolution and high-quality communication. Focus on resolving technical customer issues, documenting interactions in CRM, and maintaining high satisfaction scores.

Location: Remote (Must be based in Ukraine / Ukrainka)

Company

Europe’s leading online platform for the automotive aftermarket, headquartered in Berlin, focusing on a digital-first e-commerce approach.

What you will do

• Respond to customer inquiries via telephone, email, and chat in German according to company standards.
• Resolve customer issues and provide effective solutions following established protocols.
• Document all customer interactions and maintain accurate records within the support management system.
• Identify and escalate complex issues to appropriate departments or senior personnel.
• Follow up with customers to confirm complete resolution of reported concerns.
• Meet performance objectives regarding response time, resolution rate, and customer satisfaction scores.

Requirements

• Fluent proficiency in German (written and spoken).
• Professional experience in customer support or customer service operations.
• Proficiency with computer systems and Customer Relationship Management (CRM) platforms.
• Strong communication skills and ability to maintain composure under pressure.
• High school diploma or equivalent qualification.
• Must be based in Ukraine.

Nice to have

• English language proficiency.
• Professional experience with ticketing systems.
• Additional European language competencies.

Culture & Benefits

• Remote work arrangement.
• Rotational shift schedule from 9:00 to 21:30 (8-hour shifts).
• Opportunity to work in a multicultural environment with a team of 5,500+ professionals from 50+ countries.
• Part of a high-tech, agile e-commerce powerhouse with strong German roots.