We are looking for a People & Organization Service Center Specialist with German for one of our global clients.
Key responsibilities:
• Handle customer inquiries through multiple intake channels (Phone, Webchat & Tickets) following established procedures and service guidelines.
• Support customers across different countries while ensuring high-quality service delivery and clear communication.
• Resolve issues efficiently by using internal systems, knowledge bases, and documented workflows.
• Guide customers on processes, tools, and services to promote first-contact resolution and self-service whenever applicable.
• Maintain professionalism during challenging interactions and manage dissatisfied customers with empathy and confidence.
• Prioritize daily workload to meet SLA targets, CSAT goals, and productivity metrics while ensuring timely responses to chats and calls.
• Work collaboratively with team members and support groups to resolve complex cases.
• Monitor open cases and proactively update customers on progress or available workarounds.
• Maintain accurate documentation and contribute to continuous process improvement.
• Identify recurring issues and support root cause analysis of service failures.
• Ensure all customer data is handled according to confidentiality standards and data protection laws (GDPR compliance).
• Maintain high accuracy in case documentation and system updates.
What are we looking for?
• Bachelor’s degree or equivalent experience (preferably in Business, Communications, or Customer Service).
• 1+ year of experience in a Contact Center / Customer Support / Shared Services environment.
• Experience supporting customers via phone, chat, and ticketing systems.
• Ability to work with multiple systems (CRM tools, ticketing platforms, internal databases).
• Strong ability to follow procedures and handle repetitive tasks with high accuracy.
• Excellent conflict resolution and customer interaction skills.
• Ability to work under pressure in a fast-paced environment with strong time management skills.
• Ability to handle confidential and sensitive customer information responsibly.
• Fluency in German, English, and Polish.
• Strong communication, listening, and problem-solving skills.