German Customer Service Representative

Bitunix; Essen; Remote; EUR 30.000 - 40.000; Vollzeit

Zusammenfassung

A financial technology company is seeking a German Customer Service Representative to provide high-quality customer support primarily via live chat. You will help users with inquiries related to trading products, ensure customer satisfaction, and work collaboratively with internal teams for issue resolution. The ideal candidate must be fluent in both German and English, have prior customer service experience in related industries, and possess strong communication skills. A proactive and empathetic approach to user interactions is essential.

Qualifikationen

• Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries.
• Knowledge of cryptocurrency trading basics (Spot & Futures).
• Understanding of customer service CRMs and live chat systems.

Aufgaben

• Respond promptly to live chat inquiries within 20–30 seconds.
• Achieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher.
• Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.

Kenntnisse

Fluent in German (C1/C2)

Fluent in English (B2+)

Customer service experience

Attention to detail

Problem-solving abilities

Jobbeschreibung

Role Overview

The German Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s German-speaking users. This role focuses on handling general inquiries, providing accurate information about trading products and account services, and ensuring a professional, prompt, and empathetic customer experience.

As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.

Key Responsibilities

• Live Chat Responsiveness
• Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
• Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.
• Customer Inquiry Resolution
• Accurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.
• Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; escape only complex cases with full documentation.
• Quality & Customer Experience
• Achieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher through empathetic, clear, and professional communication.
• Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.
• Uphold Bitunix’s core support philosophy: fast, reliable, and human-driven assistance — no AI bots, real agents only.
• Operational Excellence
• Record all customer interactions, resolutions, and case details accurately in the internal CRM or support platform.
• Identify recurring issues, bugs, or user pain points and report them promptly to QA or the Team Lead for review.
• Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.
• Collaboration & Teamwork
• Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.
• Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.

Qualifications & Skills

• Language Proficiency: Native or fluent in German (C1 / C2) and English (B2+), both written and verbal.
• Experience: Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries.

Technical Skills

• Knowledge of cryptocurrency trading basics (Spot & Futures).
• Understanding of customer service CRMs and live chat systems.
• Strong attention to detail and ability to multitask effectively.

Soft Skills

• Excellent communication and problem-solving abilities.
• Strong emotional intelligence and empathy in user interactions.
• Dependable, punctual, and proactive team player.