Customer Support Agent | German B2 - Undutchables

Jobster; Eindhoven; Hybrid; EUR 38,000 - 58,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Growth opportunities

Training resources

Inclusive environment

Remote work 2 days/week

Job summary

Jobster is seeking a proactive Customer Support - Service Desk Agent to support customers across EMEA, coordinating with service labs in the Netherlands, Germany, and the UK. You will process service requests in Oracle, handle shipments, manage RMAs, and communicate with customers by phone and email to resolve issues.

Join a diverse, international team of 16 agents across five sub-teams led by a manager focused on Continuous Improvement.

Qualifications

• Previous experience in customer service or support roles.
• Experience handling inquiries by phone and email.
• Ability to manage multiple requests and priorities.
• Experience coordinating with internal teams and carriers.
• Comfortable working with KPI monitoring and Visual Management.
• Fluency in English; German at B2 level.

Responsibilities

• Process service requests in Oracle and create service orders.
• Coordinate shipments and manage RMA backlog.
• Handle customer inquiries via phone and email.
• Monitor KPIs through Visual Management and address deviations.
• Collaborate with Service Technicians, Logistics, and carriers.
• Work in an international, multicultural environment.

Skills

Customer service

Communication

Organizational skills

Team player

English proficiency

German B2

Tools

Oracle

Job description

Location near Eindhoven.

As a member of the Customer Support - Service Desk Team, you will support customers across EMEA who contact our client regarding the calibration or repair of their equipment. You will act as a key connection between customers and the Service Technicians and Logistics teams based in service labs in the Netherlands, Germany, and the UK.

Working closely with the wider team, you will process service requests in Oracle, organize shipment collections, manage the RMA backlog, handle customer communication via email and phone, and coordinate with internal teams and carriers to resolve logistical issues. You will also be responsible for monitoring KPIs through Visual Management, identifying deviations from targets, and applying problem-solving methods to help close performance gaps.

• Work with partners, suppliers, and customers mainly across Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT).


• Handle internal and external customer inquiries via phone and email.


• Create service orders in the relevant systems for equipment requiring repair or calibration.


• Prepare and provide pickup labels, master packing lists, and dangerous goods information.


• Manage loaner equipment pools in the UK and the Netherlands, where applicable.


• Monitor KPIs through Visual Management, identify deviations in a timely manner, and take appropriate problem-solving actions.


• Coordinate with internal teams and carriers to resolve logistical issues and ensure smooth service operations.


• Follow established communication procedures, guidelines, and policies.


• Work collaboratively with other Service Desk sub-teams to maintain consistent service standards and communication across different regions.

You will join an international Service Desk Team consisting of 16 agents working across five sub-teams. The teams work closely together through an organized workflow, supporting each other to maintain consistent service quality for customers across different locations. The team is led by a manager with a strong focus on Continuous Improvement.

Requirements

• Previous experience in customer service, customer support, service coordination, order management, logistics, or a similar role.


• Experience handling customer inquiries via phone and email.


• Strong organizational skills and the ability to manage multiple requests and priorities at the same time.


• Good communication skills and confidence in working with internal and external stakeholders.


• Comfortable working with systems and processing service or customer-related information accurately.


• Good problem-solving skills, with the ability to identify issues and coordinate with the relevant teams to find solutions.


• Ability to work in an international and multicultural environment.


• Good command of English, both written and spoken, and German at least at B2 level.


• A proactive and team-oriented approach to daily work.


• Willingness to work with operational KPIs and follow established processes and guidelines.


• Location near Eindhoven

Benefits

• A Multicultural and Inclusive Environment: Work in a supportive, diverse workplace that values inclusion and collaboration.


• Flexible Hybrid Work Arrangements: A full-time contract with two day of remote work per week.


• Flexible Office Hours: Choose a start time between 7:30 and 9:00 AM, with your workday ending between 4:00 and 6:30 PM.


• Opportunities for Growth: Access career development paths within a global organization committed to employee advancement.


• Extensive Training Resources: Explore nearly 2000 virtual training sessions covering a wide range of topics-from compliance and technical skills to marketing, sales, and personal development.

Join a team where your contributions are valued, your growth is supported, and your work makes a difference.

#Jobster