German Customer Service Agent

Collins McNicholas Recruitment & HR Services Group; Longford; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Comprehensive training in PCI/cybersec

Job summary

Collins McNicholas Recruitment & HR Services Group is seeking Customer Service Agents to support German-speaking markets from Longford. This fast-growing B2B SaaS company offers comprehensive training, permanent contracts and hybrid working as part of its expanding EMEA footprint.

You will assist merchants with PCI compliance, SAQs, and platform usage, handling inquiries via phone, email and chat, and guiding them through cybersecurity tools and onboarding processes.

Qualifications

• German fluency and strong written English.
• Experience in customer-facing support or operations.
• Detail-oriented with commitment to quality customer experience.
• Experience in retail, hospitality, banking or similar sectors is a plus.

Responsibilities

• Act as the primary contact for merchants seeking assistance with platform usage and PCI compliance.
• Respond to inbound queries via phone, email and chat in a professional, timely manner.
• Guide merchants through PCI workflows, SAQs, validation steps and status updates.
• Explain compliance requirements and timelines in clear, non-technical language.
• Initiate and monitor basic ASV scans; support onboarding and tool usage.
• Document interactions in the ticketing system and escalate as needed.
• Collaborate with technical teams through defined escalation/handoff processes.
• Participate in QA reviews and continuous improvement initiatives.

Skills

German language

English proficiency

Customer support

Ticketing system

Tools

Ticketing system

Job description

Excellent opportunity to join a fast-growing B2B SaaS company in the cybersecurity and payments space. We are hiring multiple Customer Service Agents to support German-speaking markets as part of a growing Customer Operations team based in Longford.

This multinational organisation is establishing its EMEA headquarters in Longford and offers comprehensive training along with strong career progression opportunities, permanent contracts and hybrid working.

As a Customer Service Agent, you will be responsible for:

• Acting as the primary point of contact for merchants seeking assistance with PCI compliance and platform usage
• Responding to inbound merchant queries via phone, email, and chat in a professional and timely manner
• Guiding merchants through PCI compliance workflows, including SAQs, validation steps, and status updates
• Explaining compliance requirements, timelines, and platform notifications in clear, non-technical language
• Assisting merchants with basic ASV scan processes, including initiating scans and checking scan status
• Supporting onboarding and basic usage of cybersecurity tools available through the company's platform
• Accurately documenting all interactions within the ticketing system and escalating issues where required
• Working closely with technical teams by following defined escalation and handoff processes
• Participating in quality assurance reviews, coaching sessions, and continuous improvement initiatives

The ideal Customer Service Agent will be:

• Excellent in written and verbal communication through English
• Fluent and professional in German
• Experienced in customer-facing support, service, or operations roles in retail, hospitality, banking or customer service
• Detail-oriented, reliable, and committed to delivering a high-quality customer experience

What's on offer:

• Clear career progression pathways into senior support, technical, customer success, or cybersecurity-focused roles
• Comprehensive training in PCI compliance, cyber risk, and security tooling
• Opportunity to join a company at an early stage of international growth
• A collaborative, supportive working environment with strong learning and development opportunities
• Hybrid working
• Flexible hours

For more information or a confidential discussion about this Customer Service Agent role, contact Sarra Hadi.