German Speaking Customer Advisor (Hybrid)

About the job German Speaking Customer Advisor (Hybrid)

Location: Bucharest, Romania (District 4 - Şoseaua Olteniței 2, next to Eroii Revoluției Metro Station)

Contract: Permanent, full-time

Work Model: Hybrid (3 days in-office: Monday-Wednesday; 2 days remote: Thursday-Friday)

Shift Hours: Standard business schedule (Monday-Friday, 09:00-18:00)

Overview

To support our expanding global operations, we are recruiting a client-focused German speaker to join our team in Bucharest. Acting as the primary ambassador for German-speaking users, you will handle inquiries, resolve challenges, and deliver an exceptional service experience. This role balances collaborative on-site teamwork early in the week with the flexibility of working from home to finish the week.

Key Responsibilities

• Inbound Management: Address incoming phone calls, emails, and live chat inquiries using polished, professional German.
• First-Contact Resolution: Troubleshoot and resolve user requests promptly to drive high customer satisfaction (CSAT) scores.
• CRM Logging: Maintain accurate logs of user engagements, profile changes, and support cases within our internal software.
• Internal Escalation: Collaborate with technical teams and escalation tiers to resolve complex customer issues.
• Value-Add Opportunities: Identify appropriate moments to introduce relevant product upgrades or helpful service add-ons.
• Ongoing Learning: Stay current on product updates, internal workflows, and operational standards.

Candidate Profile

• Language Capabilities: Fluent or C1/C2-level mastery of German (oral and written); B2 or higher English proficiency for internal alignment and systems.
• Communication: Exceptional listening abilities alongside clear, articulate written and verbal skills.
• Technical Proficiency: Comfortable with everyday software (such as MS Office) and quick to learn proprietary tools.
• Personal Traits: Patient, empathetic, and solution-focused when navigating delicate customer situations.
• Commute Capability: Able to work standard business hours and commute to the Eroii Revoluției location three days weekly.

Paid Orientation Program

• Length: 1 week of fully paid onboarding
• Schedule: Monday through Friday, 10:00-17:00
• Content: Hands-on instruction covering proprietary software, product catalogs, internal processes, and simulated customer scenarios.

Compensation & Financial Perks

• Base Pay: 5,569 RON net monthly
• Remote Work Allowance: 400 RON net monthly (supports home utility and transit costs)
• Total Fixed Take-Home: 5,969 RON net monthly
• Food Stipend: Meal vouchers valued at 25 RON per worked day (issued via Pluxee card)
• Performance Incentives: Monthly monetary bonuses based on CSAT ratings and core metrics
• Up-sell Commission: Additional income earned through successful cross-selling
• Overtime Pay: 25% premium for approved extra hours or periodic weekend work

Employee Benefits

• Annual Leave: 21 days of paid time off per year
• Healthcare Package: Private medical plan with Medicover Clinique (covers routine checkups, specialist visits, and diagnostics)
• Transit Access: Direct access to public transportation via the adjacent Eroii Revoluției hub
• Balanced Schedule: Structured hybrid setup featuring early-week office teamwork and late-week remote work
• Career Advancement: Clear progression paths into QA, corporate training, team leadership, or account management

Application Process

Submit an updated CV to apply. Qualified candidates will be contacted promptly by our talent team to schedule an initial screening call.