Customer Support Representative (Chat & Email) - German

CR8-CONNECT is a dynamic and growth-oriented company specialising in customer support, risk management, AML & fraud prevention, marketing and sales, and VIP services. With a dedicated global team, we deliver tailored strategies and seamless experiences that help clients scale, succeed, and stay ahead.

As we continue to grow, we are currently looking for a Customer Support Representative (Chat & Email) for German language to join our team and contribute to our mission of delivering world-class service.

The Customer Support Representative is responsible for delivering exceptional service and support to our customers through live chat and email channels. This role ensures that every interaction is handled with professionalism, empathy, and efficiency, contributing to a seamless and positive customer experience.

As a key member of our 24/7 support team, you will act as the voice of the company - resolving issues, answering inquiries, and assisting customers in real time while maintaining high satisfaction and service quality.

Key Responsibilities

Customer Interaction & Issue Resolution

• Provide timely, accurate, and professional responses to customer inquiries via chat and email.
• Troubleshoot account, payment, or technical issues, escalating when necessary.
• Maintain a friendly and consistent tone that reflects the company's brand and values.
• Ensure all customer interactions are logged and categorized correctly in the system.

Service Quality & Efficiency

• Meet or exceed response time, quality, and satisfaction targets.
• Collaborate with senior agents and team leads to resolve complex or escalated cases.

Cross-Functional Collaboration

• Work closely with teams such as Payments, Compliance, Marketing, and VIP to ensure smooth customer journeys.
• Communicate feedback, trends, and insights from customers to improve the overall experience.

Compliance & Responsible Gaming

• Follow company policies and regulatory guidelines at all times.
• Promote responsible gaming and escalate potential concerns appropriately.

Requirements

• Excellent written communication skills in German and English (additional languages are a strong advantage) with strong attention to detail and tone.
• Ability to multitask, prioritize, and work effectively under pressure.
• Flexible to work rotating shifts, including nights, weekends, and holidays.
• Tech-savvy and comfortable navigating multiple systems and platforms.
• Empathetic, patient, and solution-oriented approach to customer interactions

Preferred Qualifications

• Experience in customer service or support (chat/email experience preferred).
• Experience using customer support platforms
• Previous experience in iGaming, fintech, or e-commerce environments.
• Understanding of KYC, AML, and responsible gaming principles.
• Passion for customer experience, technology, or gaming.

Benefits

• Full-time, stable employment with a competitive salary package
• Supportive leadership, inclusive, and collaborative culture - we value open communication and teamwork
• Comfortable office amenities in Niš (coffee, snacks, relaxation areas)
• Opportunities for career growth within a rapidly expanding international company
• Continuous learning and professional development (training, mentoring, and workshops)
• Paid time off
• Private health insurance
• Performance Bonus