German Customer Service Representative

Bitunix; Köln; Vor Ort; EUR 30.000 - 40.000; Vollzeit

Zusammenfassung

A leading fintech company in Germany is seeking a German Customer Service Representative (Tier 1) to deliver high-quality support to German-speaking users. The role entails managing foundational customer requests and ensuring a professional customer experience. The ideal candidate will be fluent in German and English, possess at least 1 year of customer service experience, and have knowledge of cryptocurrency trading. This position offers an opportunity to work in a dynamic team focused on providing empathetic and effective support.

Qualifikationen

• Minimum 1 year of customer service experience, ideally in fintech or crypto exchange.
• Strong attention to detail and ability to multitask.

Aufgaben

• Provide high-quality frontline support to German-speaking users.
• Respond to live chat inquiries promptly.
• Resolve user concerns accurately within Tier 1 scope.
• Achieve a Customer Satisfaction rating of 90% or higher.
• Record customer interactions accurately in the CRM.

Kenntnisse

Fluent in German (C1 / C2)

Fluent in English (B2+)

Customer service experience

Knowledge of cryptocurrency trading

Strong communication skills

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.