Customer Service Specialist – Bilingual DE/ENG

Job Summary
We are seeking a highly motivated and customer\-focused Bilingual Customer Service Specialist fluent in German (DE) and English to join our dynamic team.

The customer service specialist is the first point of contact for customers and users in Germany, Austria and the United Kingdom. They will use their product knowledge and customer service skills to deliver a world\-class experience at every contact and aim to support consumers to get the most out of their products. The customer service specialist will handle contacts via phone, email, live chat, and social media.

Key Responsibilities / Duties:

Customer Service \& Success

· Act as the primary contact for all customer interactions (via phone, email, webchat, social media, and online reviews).

· Manage inbound sales inquiries, providing product recommendations, creating orders, and processing payments.

· Support customers with product knowledge to maximise their satisfaction and usage.

· Advise potential customers over the phone on our product range and process orders using the internal order management system.

Order Management

• Process and track orders from direct customers.


• Collaborate with Sales Managers and Warehouse teams to prevent and resolve delivery issues.


• Ensure all orders comply with internal procedures and system requirements.

• Investigate and resolve after\-sales inquiries, including returns, replacements, and repairs.


• Organise returns for faulty devices and coordinate refund or replacement processes.


• Identify, log, and escalate issues where necessary to drive continuous improvement.

• Share customer feedback with internal teams to refine products and services.


• Participate in cross\-functional meetings to ensure alignment and issue resolution.

· Involved in cross\-functional projects to improve the aftersales customer journey (webchat, online self\-helpdesk, product repair, etc).

*·* Support the creation and improvement of Standard Operating Procedures with a focus on the customer’s experience.

Languages

• Excellent German \& English written and verbal communication skills – essential for daily customer interactions.


• Additional European languages (e.g., French) – highly desirable but not mandatory.

· Strong customer orientation with exceptional listening skills and a calm demeanour under pressure.

· Ability to build positive working relationships within teams and across departments.

Organization \& Problem\-Solving

· Strong organizational skills with the ability to plan, prioritize, and manage multiple tasks in a fast\-paced environment.

· Proactive in identifying and troubleshooting issues independently after initial training.

Technical Knowledge

· Proficiency in MS Office tools (Excel, Word, Outlook).

· Experience with systems like Zendesk or NetSuite is advantageous.

· Familiarity with Sales Administration, Order Management, or Logistics is a plus.

Occasional travel to the office may be required for team meetings, events, or business needs.

Job Type: Full\-time

Pay: From £26,000\.00 per year

Benefits:

• Company pension


• Employee discount


• Work from home

• Do you have experience working with technical devices and troubleshooting?

• Customer service: 2 years (preferred)

• German (required)


• English (required)

• United Kingdom (required)

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