Customer Support Agent (German Speaker)

CTEK Sweden AB; Falu kommun; Hybrid; SEK 320,000 - 420,000; Full time

Job summary

CTEK Sweden AB is seeking a Customer Support Agent who speaks German to assist our global customer base from Falun with a hybrid work setup. You will troubleshoot technical issues, guide customers on product use, and manage cases via email, web, and phone.

The role requires fluent German and English, solid communication skills, and the ability to work with CRM systems like Salesforce. Prior customer service experience is desirable, and basic IT knowledge is beneficial.

Qualifications

• Experience in customer service or support roles is desirable.
• Fluent in German and English with strong written and spoken communication.
• Basic IT knowledge and ability to learn new systems and tools.
• Familiarity with CRM systems, Salesforce is advantageous.
• Knowledge of Swedish is also desirable.

Responsibilities

• Troubleshooting technical issues and providing clear guidance to customers.
• Responding to questions about CTEK products, usage and warranty claims.
• Managing customer cases via email, web, and telephone.
• Assessing reported faults and arranging replacements for eligible warranty claims.
• Processing orders, replacement products and spare parts.
• Escalating complex cases to internal teams.
• Keeping customer and case information up to date in Salesforce.
• Contributing to the ongoing improvement of CTEK’s AI support tool.
• Supporting onboarding and training of customers and partners when needed.

Skills

Customer service

Problem solving

Communication

Organization

IT systems

Salesforce

German language

English language

Swedish language

Team collaboration

Tools

Salesforce

Job description

CTEK is a global market leader in vehicle charging solutions. Established in Dalarna Sweden, CTEK is the leading global brand in battery charging solutions, most specifically vehicle charging. CTEK offers products ranging from 12V & 24V battery chargers to charging solutions for electrical vehicles. Products are sold via a carefully selected network of global distributors and retailers, as original equipment, supplied to more than 50 of the world’s leading vehicle manufacturers and through charge point operators, property owners as well as other organizations and individuals providing EV charging infrastructure. CTEK takes pride in its unique culture based on a passion for innovation and a deep commitment to supporting the transition to greener mobility, by adhering to industry leading ESG standards.

Do you enjoy helping customers, solving technical problems and providing excellent support? Are you motivated by finding practical solutions and creating a positive customer experience?

We are looking for a Customer Support Agent (German Speaker) to join CTEK and help support our global customer base.

Location: Falun, hybrid.

What you do

As a Customer Support Agent, you will support customers with technical questions and help them find the right solution. Your responsibilities will include:

• Troubleshooting technical issues and providing clear guidance to customers.
• Responding to questions about CTEK products, product use and warranty claims.
• Managing customer cases via email, web and telephone.
• Assessing reported faults and arranging replacements for eligible warranty claims.
• Processing orders, replacement products and spare parts.
• Escalating more complex cases to the appropriate internal teams.
• Keeping customer and case information up to date in Salesforce.
• Contributing to the continuous improvement of CTEK’s AI support tool.
• Supporting the onboarding and training of customers and partners when needed.

Who you are

You are customer-focused and service-minded, with a genuine desire to help people find practical solutions. You have strong analytical and problem-solving skills, approaching issues in a structured and methodical way.

You communicate clearly and professionally, adapting your approach to suit different customers and situations.

You are well organized, able to manage multiple cases and competing priorities effectively while keeping customers informed throughout the process. You are also comfortable working with IT systems and understand the importance of maintaining accurate records and documenting information clearly.

Previous experience in customer service or a customer support role is desirable.

You are fluent in both German and English, with strong written communication and telephone customer service skills.

You have basic IT knowledge and are confident in learning new systems and tools.

Familiarity with CRM systems is beneficial, and experience with Salesforce is considered an advantage.

Knowledge of Swedish is also desirable.

Full training will be provided as part of the role.