German Speaking Customer Support Specialist - NIGHT SHIFT

Job Description

We are looking for German-speaking Customer Support Specialists to join our team and help us deliver exceptional service around the clock.

In this role, you will be responsible for providing outstanding customer support by answering incoming calls and managing service requests in German via customer portals and email-ensuring a high standard of professionalism, accuracy, and responsiveness.

You will handle the efficient processing of jobs in our internal CMS, coordinate the next day's technician workload, and proactively manage open cases. Your attention to detail and structured approach will help ensure seamless operations overnight and support a smooth handover to the day team.

Strong collaboration and clear communication-especially in German-are key as you maintain relationships with customers, generate reports, and contribute to continuous service improvement.

How you will make an impact:

• Deliver exceptional customer service by promptly answering incoming calls in German and addressing inquiries with professionalism and efficiency.
• Manage incoming service requests via customer portals and email, ensuring timely job acceptance and accurate logging within agreed SLAs-even during night hours.
• Seamlessly process customer and out-of-hours job requests into the internal CMS to ensure accurate tracking and traceability.
• Create aftersales cases and schedule service appointments to enhance customer satisfaction, even during off-peak times.
• Coordinate and optimize technicians' workloads for the next business day by managing reactive jobs, parts fitting, and scheduled maintenance requests.
• Accurately log and assign maintenance visits, ensuring organized operations and clear documentation for internal teams.
• Proactively monitor and update open cases in both the internal CMS and client platforms, maintaining transparency and strong communication-even outside regular business hours.
• Foster strong customer relationships in German, primarily via phone calls, emails, and portals, building trust through consistent and clear communication.
• Collaborate with your night-shift team and daytime colleagues to ensure continuity and consistent service quality.
• Communicate effectively with subcontractors and other departments, facilitating smooth handovers and issue resolution across shifts.
• Validate proof of delivery documents, ensuring accountability and data accuracy.
• Generate daily and weekly customer reports, offering operational insights and supporting continuous improvement.
• Prepare tailored ad-hoc reports as needed, optimizing operations and supporting internal and client-specific objectives.

What makes you a perfect match:

• 1-3 years of experience in customer service, logistics, supply chain, or operations, ideally within a 24/7 or shift-based environment.
• Experience in a multinational company is a strong plus.
• Proficiency in MS Excel and Outlook is essential; familiarity with Salesforce and/or Lightfoot is an advantage.
• Near-native German language skills are required (spoken and written).
• At least intermediate English proficiency, ensuring clear communication across international teams.
• Strong problem-solving skills and critical thinking, especially important during autonomous night-shift work.
• A can-do attitude with the resilience to manage challenges outside standard working hours.
• A collaborative team player who communicates well and supports smooth shift transitions.
• High attention to detail, with a strong focus on accuracy in all tasks.
• Excellent organizational skills and the ability to multitask and prioritize efficiently.
• Ability to work under pressure, staying composed and productive in a shift-based environment.

This position is specifically for the Night Shift. Please ensure you are fully aware of and comfortable with the following working conditions before applying:

Shift Schedule

• Working hours: between 22:00 and 06:00 (local time) - exact shift times may vary based on operational needs and region.
• A shift allowance/bonus may be applicable depending on your location and local labor regulations.

Mindset & Environment

• This role demands high attention to detail, especially when entering data and coordinating urgent service tasks.
• A calm, focused approach is needed to handle pressure or unexpected situations outside of regular business hours.
• Ensure you have a quiet, distraction-free working environment suitable for work, particularly when working remotely.

By applying for this role, you confirm that you are fully aware of and willing to work within the Shift structure outlined above.