German speaking Customer Service Representative

Position: Customer Support Representative

Location: Kosovo, Remote

Work model: 100% Remote

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Handle inbound customer enquiries in German
• Support customers with orders and delivery-related queries
• Process returns, refunds and exchanges
• Assist customers with damaged, incorrect or missing items
• Handle complaints calmly and professionally
• Provide clear and accurate information regarding customer orders and services
• Update customer information and document cases accurately in the relevant systems
• Resolve customer issues efficiently and ensure appropriate follow-up where required
• Deliver a positive and professional customer experience throughout every interaction.

REQUIREMENTS:

• German language skills at C1 level or higher
• Based in Kosovo
• Comfortable working 100% remotely
• Strong written and verbal communication skills
• Customer-focused, calm and empathetic approach
• Confident handling complaints and difficult customer situations
• Good computer and system skills
• Reliable internet connection and suitable home-working environment
• Availability to work shifts between 08:00 and 20:00, Monday to Saturday
• Previous experience in customer service, call centres, e-commerce, fashion/retail, travel or telecommunications is highly advantageous.

BENEFITS:

• 100% remote working from Kosovo
• Full-time employment
• Paid onboarding and training
• Equipment provided
• Opportunity to work on an established German fashion and e-commerce customer service project
• No sales or outbound calling