German-Speaking Customer Advisor - Hybrid

Job Description:

Are you a customer-focused professional fluent in German and based in Bucharest? We are seeking a German-Speaking Customer Advisor to join our team in Bucharest, Romania.

In this role, you will handle customer interactions across phone, email, and live chat, serving as a trusted advisor to provide high-quality service, resolve inquiries, and introduce relevant product upgrades. This position features a hybrid work model with fixed weekend days off and a complete financial package.

Key Responsibilities

• Customer Support: Manage inbound phone, email, and live-chat interactions in German, ensuring empathetic, patient, and solution-oriented service.
• CRM & Documentation: Accurately document all customer interactions, account modifications, and requests using internal CRM tools.
• Problem Resolution: Collaborate with internal teams to troubleshoot and escalate complex customer inquiries effectively.
• Upselling & Cross-Selling: Identify customer needs during interactions to recommend relevant additional products or services.

Requirements & Profile Needed

• Languages: Advanced/C1-C2 German (written and spoken) + minimum B2 English for internal communication.
• Location (Mandatory): Only local candidates residing in/around Bucharest allowed (must be able to commute to the District 4 office 3 days per week).
• Skills: Excellent communication, active-listening skills, and proficiency in MS Office/standard computer tools.
• Experience: Prior customer service experience with phone, email, or chat handling is highly valued.
• Mindset: Proactive, empathetic, and comfortable with performance-based upselling.

Work Schedule & Hybrid Model

• Contract: Full-time, Permanent Contract.
• Shift Schedule: Monday to Friday | 09:00 AM - 06:00 PM (Fixed weekends off).
• Hybrid Setup:
  
  
  • 3 Days On-Site: Monday to Wednesday (District 4 office).
  • 2 Days Remote (WFH): Thursday and Friday.
• Training: 1 week of paid onboarding (Monday-Friday | 10:00 AM - 05:00 PM).

Compensation & Package Highlights

• Fixed Net Salary: Competitive monthly base net salary.
• Work Setup Allowance: Monthly net allowance to cover remote working and setup expenses.
• Meal Vouchers: Daily meal allowance loaded monthly onto a Pluxee payment card.
• Bonus Potential: Performance bonuses tied directly to CSAT and service quality KPIs.
• Sales Incentives: Additional earning opportunities through cross-selling and upselling achievements.
• Overtime Coverage: Weekend and overtime shifts are rare and compensated at a premium rate.

Required Skills:
• Performance
• Modifications
• Overtime
• Chat
• Support
• Salary
• Features
• Compensation
• Onboarding
• CRM
• Customer Support
• Expenses
• Email
• Documentation
• English
• Training
• Sales
• Customer Service
• Communication