German Customer Service Agent

Collins McNicholas; Longford; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Collins McNicholas Group is hiring a Customer Service Agent based in Longford to support German-speaking markets within a fast-growing B2B SaaS company focused on cybersecurity and payments. The role involves guiding merchants through PCI compliance, responding via phone, email, and chat, and collaborating with technical teams.

Comprehensive training, career progression, and a hybrid work setup are offered.

Qualifications

• Fluent in German and proficient in English.
• Experience in customer-facing support, service, or operations roles.

Responsibilities

• Act as the primary contact for merchants seeking assistance with PCI compliance and platform usage.
• Respond to inbound merchant queries via phone, email, and chat in a professional and timely manner.
• Guide merchants through PCI compliance workflows, including SAQs, validation steps, and status updates.
• Explain compliance requirements, timelines, and platform notifications in clear, non-technical language.
• Assist merchants with basic ASV scan processes, including initiating scans and checking scan status.
• Support onboarding and basic usage of cybersecurity tools available through the platform.
• Document all interactions in the ticketing system and escalate issues when required.
• Collaborate with technical teams following escalation and handoff processes.
• Participate in quality assurance reviews and continuous improvement initiatives.

Skills

German language

English language

Customer support

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