Hotline & Live Chat Customer Service / Kundenservice Hotline & Livechat

HappyGlobal Service; Frankfurt; On-site; EUR 32,000 - 52,000; Full time

Job summary

HappyGlobal Service in Frankfurt is seeking a dedicated Customer Support Engineer to be the first contact for customers via hotline and live chat. You will assist with orders, delivery, and product questions, and guide users on basic product usage and accessories.

Level 2 responsibilities include deep technical troubleshooting, log file analysis, and working closely with our development team to resolve issues and improve products.

Qualifications

• Must be customer-focused and eager to learn.
• Technical training or experience in IT, mechatronics, or electrical engineering is a plus.
• Fluent English; Chinese language skills are a bonus.

Responsibilities

• Be the friendly first point of contact via hotline and live chat.
• Answer questions about orders, delivery, and our products.
• Provide guidance on basic product usage and accessories.
• Ensure customer requests are documented and followed up with solutions.
• Dive into Level 2 technical troubleshooting when needed.
• Collaborate with development to resolve issues and improve products.

Skills

English language

Chinese

Customer-focused

Organized

Eager to learn

IT background

Analytical thinking

Team player

Problem-solving

Job description

- Be the friendly first point of contact for our customers via hotline & live chat

- Answer questions about orders, delivery, and our products - Provide guidance on basic product usage and accessories

- Ensure customer requests are documented and followed up with solutions

- Deliver fast, professional, and caring support that makes customers smile

Level 2

– Technical Support / Service Engineer

- Dive deep into technical troubleshooting, including log file analysis

- Work closely with our development team to solve issues and improve products

- Provide training and advice on advanced technical topics

- Share insights with our HQ in China to boost service & product quality

- Shape the future of our service processes with your own ideas

Responsibilities

• Level 1 – Customer Support Representative


• Be the friendly first point of contact for our customers via hotline & live chat


• Answer questions about orders, delivery, and our products


• Provide guidance on basic product usage and accessories


• Ensure customer requests are documented and followed up with solutions


• Deliver fast, professional, and caring support that makes customers smile


• Level 2 – Technical Support / Service Engineer


• Dive deep into technical troubleshooting, including log file analysis


• Work closely with our development team to solve issues and improve products


• Provide training and advice on advanced technical topics


• Share insights with our HQ in China to boost service & product quality


• Shape the future of our service processes with your own ideas

Qualifications

• ENGLISH Languages


• Bonus points if you know Chinese!


• Qualifications


• Level 1: Customer-focused, organized, and eager to learn – career changers welcome!


• Level 2: Technical training or experience (IT, mechatronics, electrical engineering, etc.), ideally with support or e-commerce background. Analytical and problem-solving mindset is key.


• Personality


• Friendly, solution-oriented, and service-driven


• A true team player who can also work independently


• Location


• Frankfurt, Germany (on-site)


• Qualifikation