German Speaking Customer Advisor (Hybrid)

Our international team is growing, and we are seeking a client-dedicated professional with fluent or near-fluent German proficiency to join our Bucharest operations. Acting as the primary contact for our German-speaking clientele, you will deliver top-tier support, address inquiries, and drive customer satisfaction. This full-time, permanent role operates on a hybrid schedule, balancing collaborative office days in District 4 with remote work.

Job Details

• Workplace Location: Bucharest, Romania (District 4, City Offices building at Şoseaua Olteniței 2, situated right by the Eroii Revoluției Metro Station).
• Hybrid Schedule: 3 days on-site (Monday–Wednesday) / 2 days work-from-home (Thursday–Friday).
• Work Hours: Standard Monday–Friday schedule, 09:00–18:00.
• Contract Type: Permanent, full-time.

Key Responsibilities

• Customer Interaction: Handle incoming calls, emails, and live chats using articulate, professional German.
• Issue Resolution: Diagnose and solve client problems promptly to maximize first-contact resolution rates.
• Documentation: Consistently record client communications, requests, and updates within the CRM platform.
• Cross-Department Collaboration: Liaise with specialized teams and technical staff to resolve complex tier-two escalations.
• Value Addition: Identify opportunities to recommend relevant service upgrades and product enhancements to clients.
• Continuous Learning: Stay updated on internal systems, software upgrades, and operational practices.

Qualifications & Requirements

• Language Proficiency: C1/C2 fluent German skills (written and spoken) combined with professional English fluency (B2 or higher).
• Communication: Exceptional listening abilities alongside clear, professional verbal and written expression.
• Technical Savvy: Comfortable navigating standard PC applications (e.g., MS Office) and adept at mastering new internal platforms.
• Professional Attributes: Patient, empathetic, and resourceful when resolving sensitive client situations.
• Availability: Ability to work full-time hours and commute to the Eroii Revoluției office 3 days each week.

Onboarding Program

• Length: 1 week of comprehensive initial instruction.
• Hours: Monday–Friday, 10:00–17:00.
• Content: Guided training covering software systems, service protocols, product offerings, and practical call simulations.

Compensation Structure

• Base Salary: 5,569 RON net monthly.
• Hybrid Allowance: 400 RON net monthly (covering home utility and transportation expenses).
• Total Fixed Take-Home Pay: 5,969 RON net monthly.
• Incentives & Performance Pay:
  • Meal Cards: 25 RON per active workday, transferred to a Pluxee meal card.
  • Quality Performance Incentives: Regular bonuses driven by customer satisfaction (CSAT) scores and operational KPIs.
  • Upsell Commissions: Extra earnings for successful product cross-selling.
  • Overtime Premiums: A 25% pay enhancement for authorized extra hours or weekend work.

Benefits Package

• Annual Leave: 21 working days of paid holiday time per year.
• Healthcare: Private medical coverage via Medicover Clinique (including specialist consults, preventative checks, and diagnostics).
• Convenient Workspace: Modern facilities positioned directly next to major transit hubs at Eroii Revoluției.
• Flexible Work Model: A balanced weekly arrangement featuring early-week office collaboration and late-week remote focus.
• Internal Mobility: Structured paths for progression into QA, Training, Team Leadership, or Account Management positions.