German Speaking Customer Advisor (Hybrid)

About the job German Speaking Customer Advisor (Hybrid)

To support the ongoing growth of our international operations, we are actively recruiting a customer-focused professional with fluent or near-fluent German language capabilities to join our dynamic team in Bucharest. In this full-time, permanent position, you will act as the crucial primary point of contact for our German-speaking user base, ensuring every interaction is handled with professionalism, efficiency, and exceptional care. You will play a vital role in troubleshooting client concerns, elevating customer loyalty, and representing our brand's core standards. This position is designed around a modern hybrid working arrangement, offering the perfect blend of dynamic team collaboration in our District 4 office early in the week and dedicated focus time from home during the remaining days.

Workplace Logistics & Schedule

• Primary Workplace Location: Bucharest, Romania (District 4, situated inside the City Offices complex at Şoseaua Olteniței 2, conveniently located right next to the Eroii Revoluției Metro Station).
• Hybrid Work Model: A balanced weekly arrangement consisting of 3 on-site office days (Monday through Wednesday) followed by 2 remote work-from-home days (Thursday and Friday).
• Working Hours: Regular full-time business hours running Monday through Friday, from 09:00 to 18:00.
• Employment Details: Permanent, full-time employment agreement.

Core Accountabilities

• Omnichannel Client Support: Manage and respond to incoming customer requests across phone lines, email correspondence, and instant messaging channels using eloquent, professional German.
• First-Contact Problem Solving: Accurately assess user issues and deliver effective, initial-contact solutions to drive strong customer satisfaction metrics.
• Data & System Maintenance: Meticulously record client details, account changes, and interaction summaries into our central CRM database.
• Interdepartmental Synergy: Work closely with technical specialists and secondary support tiers to ensure complex, escalated problems are solved rapidly.
• Value Creation: Recognize ideal opportunities to introduce users to relevant service add-ons and system upgrades that genuinely enhance their experience.
• Skill Maintenance: Continuously upgrade your working knowledge of company policies, workflow updates, and software functionality.

Target Candidate Profile

• Language Proficiency: C1/C2 fluent command of written and spoken German, paired with strong, upper-intermediate English skills (B2 level or higher) to facilitate internal team communication.
• Interpersonal Mastery: Demonstrated active listening capabilities, exceptional verbal clarity, and thoughtful, concise written communication skills.
• Technical Competence: Highly proficient with standard office tools (including Microsoft Office) alongside a strong capacity to quickly learn custom software platforms.
• Personal Attributes: Displays high levels of patience, empathy, and critical thinking when managing complex or elevated customer service scenarios.
• Commute Readiness: Fully prepared to work complete business shifts and commute to our Eroii Revoluției office location 3 days per week.

Comprehensive Onboarding Program

• Program Duration: 1 full week of intensive initial instruction.
• Daily Schedule: Monday through Friday, running from 10:00 to 17:00.
• Training Focus: An immersive learning curriculum directed by dedicated corporate trainers, covering system tools, support protocols, product knowledge, and interactive user simulation exercises.

Total Compensation Package

• Base Salary Allocation: 5,569 RON net take-home per month.
• Remote Work Allowance: 400 RON net monthly stipend intended to subsidize home office utility costs and weekly commuting expenses.
• Guaranteed Total Take-Home: 5,969 RON net combined monthly earnings.
• Performance Incentives & Pay Enhancements:
  
  
  • Daily Meal Vouchers: 25 RON per active day worked, distributed monthly via a Pluxee payment card.
  • Quality Incentive Bonuses: Regular performance-based financial rewards tied directly to client satisfaction scores (CSAT) and key target achievements.
  • Upselling Commissions: Additional bonus opportunities for successfully driving cross-sells and product enhancements.
  • Overtime Compensation: A 25% pay premium applied to any additional hours or occasional weekend shifts worked.

Additional Benefits & Corporate Perks

• Paid Time Off: 21 days of paid annual vacation allowance per year.
• Healthcare Package: Complete private health insurance through Medicover Clinique, offering access to general medical care, specialist consults, and diagnostic testing.
• Prime Accessibility: Work out of a modern, well-equipped office complex positioned steps away from key public transportation options at Eroii Revoluției.
• Structured Work-Life Balance: A predictable weekly schedule designed to foster early-week team collaboration while preserving late-week remote autonomy.
• Career Advancement Paths: Clear internal progression routes into specialized roles such as Quality Assurance Analyst, Team Lead, Corporate Trainer, or Account Manager.