Call Center Agent German Market

Factorial; Barcelona; On-site; EUR 28,000 - 30,000; Full time

Benefits offered by this job

High growth environment

Wellhub gym and wellness benefits

Food discounts and perks

Job summary

Factorial is seeking a German Market Call Center Agent to support customers from Barcelona. You will be the frontline representative, handling calls, chats and tickets, delivering excellent service and solving inquiries in a fast-paced environment.

You will learn Factorial's products and policies, collaborate with other teams when needed, and work toward KPIs such as CSAT and QA while maintaining a high standard of customer care.

Qualifications

• Native proficiency in German required.
• Strong communication skills and customer-centric approach.
• Experience with CRM or call-center tools is a plus.

Responsibilities

• Handle incoming calls, chats and tickets from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions and following up until resolution.
• Deliver excellent service to ensure a positive customer experience and satisfaction.
• Develop understanding of Factorial’s products and policies to address inquiries effectively.
• Record details and resolutions in the CRM; maintain high volume with quality metrics.
• Aim for first-call resolution and meet team KPIs such as CSAT and QA.

Skills

German fluency

Customer service

CRM familiarity

Tools

CRM software

Job description

Hello! At Factorial we're looking for a new

Hello! At Factorial we're looking for a new Call Center Agent German Market to help us boost the company to the next level! The Contact Center Agent is the frontline representative of the company, responsible for delivering excellent customer service by answering inquiries, resolving issues, and providing information about products or services. This role requires strong communication skills, a customer-centric attitude, and the ability to handle a high volume of interactions efficiently and professionally. Ready to be part of the challenge?

What you'll do

• Handle incoming calls, chats and tickets from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution.
• Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction.
• Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively.
• Stay updated on new product launches, changes in processes, and company updates.
• Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner.
• Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns.
• Accurately record call/chat/ticket details, customer information, and resolutions in the CRM or call tracking system.
• Manage a high volume of calls, chats and tickets while meeting quality standards, including first-call resolution and average handling time.
• Achieve individual and team KPIs, such as customer satisfaction (CSAT), Quality (QA), and adherence to service level agreements (SLAs).
• Participate in team meetings, training sessions, and coaching to enhance skills and knowledge.

What are we looking for?

• Native proficiency in German is required, and fluency in French, Portuguese, or Italian.
• Previous experience in a contact center, customer service, or related role is an advantage but not mandatory. You are proactive and you like to put forward new ideas.
• Familiarity with CRM software, call center tools, or ticketing systems is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work in a fast-paced environment.
• Patience, empathy, and a customer-focused attitude.

Perks of being part of our team

• High growth, multicultural and friendly environment
• Healthy life with Wellhub (Gyms, pools, outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Food discounts with Nora
• Pet Friendly
• Much more that we'll spill during the interview process

What’s in it for you?

• Structured career paths to support your professional growth - we don’t believe in dead ends.
• Transparent salary grids from 27.600€ to 30.000€ OTE (On Target Earnings), with a 80/20 split (fixed/variable salary).

About Us

At Factorial, we’re building the leading AI Business Management Software for companies of all sizes. Our platform centralizes key workflows across HR, Finance, Talent, Operations, and IT, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,700 employees across Europe, Asia, Africa, and America. We are one of Europe’s fastest-growing SaaS companies, proudly headquartered in Barcelona. If you're excited to shape the future of business management technology, we’d love to meet you.

We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!