Customer Service Representative | German/Dutch Speaking

Private Advertiser; Eastern Manila District; On-site; PHP 279,000 - 446,000; Full time

Job summary

Private Advertiser is seeking a Customer Service Representative to provide accurate, first-contact resolutions via chat and email in German and English from Metro Manila. The role involves handling technical, billing, and order-related inquiries in a fast-paced startup-like environment.

You will troubleshoot hardware and software issues, explain complex concepts in simple terms, and uphold customer-first service while meeting SLAs and CSAT targets.

Qualifications

• 6–24 months of experience in a technical or customer support role.
• Solid understanding of consumer technology including hardware, software, apps, networking basics.
• Ability to explain technical concepts in simple, friendly language.
• Excellent written English communication skills (clear, warm, concise).
• Typing speed of at least 40 WPM with high accuracy.
• Experience handling billing, order inquiries, and account management.

Responsibilities

• Deliver best-in-class customer support via chat and/or email for technical, billing, and order-related concerns.
• Troubleshoot and resolve technical issues related to hardware, software, connectivity, and device performance in plain language.
• Support customers with billing inquiries, order tracking, returns, and replacements.
• Own the customer experience end-to-end—follow through on issues and escalate when necessary.
• Meet and aim to exceed SLAs, CSAT, and other KPIs.
• Collaborate with the team to contribute to knowledge bases, SOPs, and workflows.
• Surface recurring issues and feedback to help improve products and support.
• Adhere to security policies and report suspicious activities.

Skills

German language

English language

Customer support

Technical troubleshooting

Job description

About the role

As a Customer Service Representative, you will deliver accurate and efficient support in a fast-paced environment by actively listening to clients, understanding their needs, and providing clear, first-contact resolutions. Your role focuses on effective communication, multitasking with attention to detail, and consistently meeting performance standards while contributing to a professional, inclusive, and customer-focused service experience.

Key responsibilities

• Deliver best-in-class customer support via chat and/or email, handling a mix of technical, billing, and order-related concerns
• Troubleshoot and resolve technical issues related to hardware setup, software/app functionality, connectivity, and device performance, in a clear, jargon-free way that customers actually understand
• Support customers with billing inquiries, order tracking, returns, and replacements, ensuring a seamless post-purchase experience
• Own the customer experience end-to-end — follow through on issues, elevate when necessary, and never leave a customer hanging
• Consistently meet and exceed SLAs, CSAT targets, and other key performance indicators
• Approach every interaction with empathy and a customer-first mindset, going above and beyond to turn frustrated customers into loyal fans
• Collaborate with the team and contribute to building internal knowledge bases, SOPs, and support workflows as part of a pioneer team
• Surface recurring issues and customer feedback to help improve the product and support experience
• Strictly adhere to all organizational security policies and procedures, proactively maintaining up-to-date knowledge through mandatory training and ensuring the immediate reporting of all suspicious activities or security incidents

About you

• Deliver best-in-class customer support via chat and/or email in German/Deutsch (and English), handling a mix of technical, billing, and order-related concerns
• 6-24 months of experience in a technical support or customer support role with a technical focus
• Solid understanding of consumer technology — comfortable with hardware, software, apps, networking basics, and general troubleshooting methodologies
• Ability to explain technical concepts in simple, friendly, and easy-to-understand language, no tech-speak with customers
• Excellent written English communication skills — clear, professional, warm, and concise
• Typing speed of at least 40 WPM with high accuracy
• Experience handling billing, returns, order management, and general account inquiries
• Strong empathy and customer advocacy mindset, you genuinely care about helping people and it shows
• Able to work independently and adapt quickly in a pioneer/startup-style environment with evolving processes

To learn more about us, visit www.enshored.com.