Bilingual Customer Service Representative (German-English)

About the Role

The role ensures a high standard of customer service by resolving concerns efficiently, maintaining accurate records, and supporting smooth communication between customers and internal teams. Responsible for providing timely, professional, and customer-focused support by managing consumer inquiries, complaints, feedback, and service requests.

Role Description and Core Responsibilities

* **Process and manage all types of consumer inquiries, including feedback, product suggestions, complaints, concerns, and general requests through ticketing software (Zendesk or similar platforms).**
* Handle customer service cases from initial contact through resolution while ensuring timely responses and customer satisfaction.
* Maintain accurate documentation of customer interactions, resolutions, and case updates.
* Collaborate with internal departments to ensure customer concerns are resolved efficiently and effectively.
* Review, categorize, and monitor customer feedback trends to identify recurring issues and opportunities for improvement.
* Provide professional and friendly customer support via telephone, email, and digital communication channels.
* Coordinate customer request mailings and follow-up communications.
* Process quality-related notifications, customer orders, returns, and spare parts requests using internal systems such as SAP or other order management platforms.

Professional Knowledge and Experience

* **Excellent written and verbal communication skills in English and German (C1 level or equivalent).**
* Degree, diploma, or professional training in business administration, customer service, communication, or a related field.
* Experience working with ticketing systems (Zendesk preferred) and customer relationship management tools.
* Familiarity with order management systems such as SAP is an advantage.
* Ability to understand and respond to family needs, customer expectations, and child-focused product concerns.
* Adaptable, reliable, and committed to delivering exceptional customer experiences
* Strong results-oriented mindset with excellent problem-solving abilities.
* Customer-focused approach with empathy and patience when handling sensitive concerns.
* **Highly organized with a structured and detail-oriented approach to work. Skills and Competencies**
* Strong proficiency in MS Office applications, including Outlook, Excel, Word, and PowerPoint.
* Minimum of 1 year of experience in customer service, consumer support, or a similar role.
* Strong teamwork skills with clear, proactive, and professional communication.
* Ability to manage multiple priorities while maintaining accuracy and service quality.
* Positive, solution-driven communication style with customers and internal stakeholders.

Wage

* $10 USD/hour

Schedule

* **Agent 1 -** 9pm - 6am , Sunday to Thursday PST
* **Agent 2 -** 10pm -7am ; Monday to Friday PST