German Speaking Customer Support Specialist

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."