Responsibilities

• Handle customer inquiries via phone, email, and live chat.**

• Respond promptly to customer questions and follow up on unresolved cases.

• Provide product information, usage guidance, and troubleshooting support.

• Assist customers with after-sales issues, returns, and warranty-related concerns.

• Create, manage, and follow up on support tickets until resolution.

• Escalate complex issues and provide timely feedback to relevant teams.

• Collect customer feedback and report recurring issues for process improvement.

• Meet email, call, and chat performance targets.

• Maintain accurate records of customer interactions.

• Provide remote support and guidance through video calls when required.

Requirements

• College diploma/degree or higher.

• Fluent in English and German (B2/C1 level or above) with excellent verbal and written communication skills.

• Neutral or American-accent English is preferred.

• Minimum 1 year of customer service, technical support, or after-sales experience.

• Strong problem-solving, communication, and customer service skills.

• Ability to learn product knowledge and troubleshooting procedures quickly.

• Technical support experience preferred.

• Comfortable working European and American time zones, including weekends or night shifts when required.

• Professional appearance and comfortable with video-based customer support.

• Reliable, responsible, and committed to long-term employment.

​** As part of the screening process, we kindly request that you record and share a short introduction video in German (1–2 minutes). In your video, please briefly introduce yourself and cover the following:**

• Your name and current location

• Your experience in customer service or related roles

• Your German language proficiency

• Why are you interested in this position?

​**** BenefitsSalary:** Ksh50,000ksh gross + Bonuses depending on the campaign (full-time)Contract: Long term  Location: Onsite