Customer Service Specialist (German Market)

DAS Umbrella; Deutschland; Vor Ort; EUR 34.000 - 42.000; Vollzeit

Zusammenfassung

DAS Umbrella is seeking a dedicated Customer Service Associate for a fully remote role focused on the Germany market. The position involves handling inquiries via Trengo and supporting customers in CET hours, Monday through Saturday with fixed hours.

German language proficiency is required for the Germany market, and prior experience with customer service platforms is preferred. You will collaborate with logistics and operations to resolve delivery issues, provide accurate product information,

Qualifikationen

• Proven customer support experience.
• Strong written communication in English and German for the Germany market.
• Excellent problem-solving abilities and attention to detail.
• Friendly, customer-first mindset and calm under pressure.
• Self-motivated and able to work independently within CET hours.
• Experience with customer service platforms (Trengo, Zendesk, or similar) preferred.

Aufgaben

• Respond promptly and professionally to customer inquiries via the Trengo platform.
• Provide accurate product information and resolve customer concerns efficiently.
• Coordinate with logistics and operations teams to address delivery issues.
• Exercise sound judgment and make pre-approved decisions independently.
• Ensure high customer satisfaction with a friendly, solution-oriented approach.
• Clarify and escalate issues to Reporting Manager when unsure or beyond capabilities.

Kenntnisse

Customer support

English proficiency

German proficiency

Problem solving

Time management

Empathy

Independent worker

Tools

Trengo

Zendesk

Jobbeschreibung

We are seeking a dedicated and skilled (Fully Remote) Customer Service Associate to join our growing team. This is a remote position that involves handling customer inquiries from Germany, with working hours tailored to Central European Time zone.

Hours Fixed: 0900hrs - 1800hrs or 1000hrs - 1900hrs Central European Time (CET)

Days Fixed: Monday to Saturday (Germany Market)

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via the Trengo platform, which consolidates all our social media and email channels.
• Provide accurate product information and resolve customer concerns efficiently and empathetically.
• Coordinate with our logistics and operations teams to address and resolve customer feedback and delivery issues.
• Exercise sound judgment and make certain pre-approved decisions independently to enhance the customer experience.
• Ensure a high level of customer satisfaction through a friendly, solution-oriented approach.
• Always clarify and elevate issues to Reporting Manager on things you are unsure of or beyond your capabilities

Qualifications:

• Proven customer support experience or experience as a client service representative
• Strong written communication skills in English (German language proficiency is a must for the Germany market).
• Excellent problem-solving abilities and attention to detail, ability to analyze situations and offer solutions calmly and efficiently
• A friendly, customer-first mindset with the ability to remain calm under pressure.
• Self-motivated and able to work independently within the assigned time zone.
• Prior experience with customer service platforms (e.g., Trengo, Zendesk, or similar) is preferred.

Skills

• Strong communication skills – clear, empathetic, and effective with both verbal and written communication
• Patience and emotional intelligence – especially when handling difficult or upset customers
• Time management and multitasking – managing multiple customer queries or systems at once
• Teamwork and collaboration – able to work in sync with colleagues and other departments
• Adaptability – able to adjust to new tools, updates, or company policies quickly

Preferred Traits

• Positive attitude and a customer-first mindset
• Willingness to learn and take feedback
• Strong attention to detail
• Integrity and professionalism

If you're passionate about providing excellent customer service and want to be part of a dynamic, remote-first team, we’d love to hear from you!