Customer Experience Agent with English and German (m/f/x)

Synergie; Katowice; Hybrid; PLN 30,000 - 50,000; Full time

Benefits offered by this job

Temporary 1-year contract

Hybrid work (2 days remote)

Job summary

Synergie Poland Sp. z o.o. seeks a Customer Experience Agent with English and German to deliver frontline support across live chat and ticketing tools.

You will handle inquiries, guide users through platform features, and document cases for timely resolution. Ideal candidates have experience in customer service, strong communication, and the ability to work independently while collaborating with cross-functional teams.

Qualifications

• Previous experience in customer service or helpdesk.
• Good command of English and German, both written and spoken.

Responsibilities

• Provide frontline customer support via live chat and other channels.

Skills

English

German

Communication

Interpersonal skills

Customer focus

Bilingual English and German

Tools

CRM software

Ticketing systems

Case management

IT systems

Job description

Customer Experience Agent with English and German (m/f/x)

Provide frontline customer support through live chat, case management systems, and other approved communication channels.

Respond to customer inquiries related to the platform in a professional, timely, and customer-focused manner.

Support customers with platform navigation, functionality, and troubleshooting common issues.

Identify customer needs, investigate reported problems, and provide appropriate solutions based on established procedures.

Create, update, and manage customer cases, ensuring accurate documentation and follow-up.

Monitor open cases and proactively communicate with customers to ensure timely resolution.

Escalate complex or technical issues to the relevant internal teams when necessary.

Collaborate with internal stakeholders to investigate and resolve customer concerns.

Maintain up-to-date knowledge of platform features, processes, and available support resources.

What we can offer:

temporary employment contract for about 1 year,

possibility to work from home 2 days a week,

gaining experience in an international and innovative company,

reaching customers all over the world.

Requirements:

Previous experience in customer service, customer support, helpdesk, or a similar role.

Good command of English and German, both written and spoken.

Strong communication and interpersonal skills, with a customer-oriented mindset.

Comfortable working with digital platforms, IT systems, and case management tools.

Good organizational skills and the ability to manage multiple customer inquiries and cases simultaneously.

Attention to detail and a strong sense of responsibility for assigned tasks.

Ability to work independently while also collaborating effectively with a team.

Previous experience with CRM or ticketing systems.