Bilingual German TSR

STACKph; Taytay; On-site; PHP 469,000 - 603,000; Full time

Benefits offered by this job

Health benefits

Career progression

Training program

Performance incentives

Job summary

STACKph is hiring a Bilingual German TSR (Technical Support Representative) to join our Taytay Rizal team in a full-time capacity. You will provide technical support to German-speaking customers, acting as a crucial link between clients and services, and ensuring high levels of customer satisfaction.

You will handle calls, diagnose issues, document interactions, and communicate in German and English across channels.

Qualifications

• Fluent German and English with excellent verbal and written communication.
• Technical aptitude to explain concepts to non-technical users.
• Previous experience in customer service, call centre or technical support.
• Strong problem-solving skills; stay calm and patient in challenging situations.
• Excellent listening skills and empathy in customer interactions.
• Proficiency with computer systems and ability to learn new software quickly.
• Ability to multitask and manage multiple interactions while maintaining quality.
• Strong organizational skills and attention to detail.
• Willingness to work flexible shifts, including evenings or weekends.
• High school diploma or equivalent; certifications are advantageous.

Responsibilities

• Handle inbound and outbound technical support calls from German-speaking customers.
• Diagnose technical issues and provide timely solutions to resolve problems.
• Document customer interactions, issues, and resolutions in the ticketing system.
• Respond to inquiries via phone, email, and chat in German and English.
• Follow scripts while adapting to individual customer needs.
• Escalate complex issues to appropriate departments or specialists.
• Build rapport and maintain high customer satisfaction throughout interactions.
• Meet or exceed quality assurance metrics and performance targets.
• Collaborate with team members and supervisors to improve service delivery.

Skills

German fluency

English fluency

Customer service

Problem solving

Active listening

Technical aptitude

Multi-tasking

Organizational skills

Communication skills

Flexibility

Education

High school diploma or equivalent

Technical certification (advantageous)

Tools

Ticketing system

CRM software

Job description

About us

STACKph is a leading customer service solutions provider dedicated to delivering exceptional support experiences to clients across diverse industries. We pride ourselves on building a dynamic, inclusive workplace where talented professionals can thrive and grow. Our commitment to excellence and innovation drives us to continually improve how we serve our clients and support our team members.

About the role

We are seeking a Bilingual German TSR (Technical Support Representative) to join our customer service team at our Taytay Rizal location. This is a full-time position where you will provide exceptional technical support to our German-speaking customers, serving as a vital link between our clients and our services. This role is crucial to maintaining our high standards of customer satisfaction and building strong client relationships through effective communication and problem-solving.

What you'll be doing

• Handling inbound and outbound technical support calls from German-speaking customers in a professional and courteous manner

• Diagnosing technical issues and providing timely, effective solutions to resolve customer problems

• Documenting customer interactions, issues, and resolutions accurately in our ticketing system

• Responding to customer inquiries via phone, email, and chat in both German and English

• Following standard procedures and scripts while maintaining flexibility to adapt to individual customer needs

• Escalating complex technical issues to appropriate departments or specialists when necessary

• Building rapport with customers and ensuring high levels of customer satisfaction throughout interactions

• Meeting or exceeding quality assurance metrics and performance targets

• Collaborating with team members and supervisors to continuously improve service delivery

What we're looking for

• Fluent bilingual proficiency in German and English, with excellent verbal and written communication skills

• Technical aptitude and ability to understand and explain technical concepts to non-technical users

• Previous experience in a customer service, call centre, or technical support role

• Strong problem-solving skills and the ability to remain calm and patient when dealing with difficult situations

• Excellent listening skills and empathy when engaging with customers

• Proficiency with computer systems and ability to learn new software and applications quickly

• Ability to multitask and manage multiple customer interactions whilst maintaining quality

• Strong organisational skills and attention to detail

• Availability to work flexible shifts, including possible evening or weekend hours

• High school diploma or equivalent; additional technical certification or training is advantageous

What we offer

STACKph is committed to supporting the wellbeing and professional development of our team members. We offer competitive remuneration, opportunities for career progression, and a supportive work environment where your contributions are valued. Our benefits package includes health and wellness programmes, performance incentives, and ongoing training to help you develop your skills and advance your career. We foster a culture of teamwork and continuous improvement, providing our employees with the tools and support they need to succeed.