Customer Care Agent with German

Dormakaba Group; United States; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Home office allowance

25 days paid annual leave

Additional health insurance

Employee Assistance Program

Public transportation card

Multisport card

Language training opportunity

LinkedIn Learning access

Job summary

dormakaba, a global access solutions provider, seeks a German-speaking B2B support specialist to be the first point of contact for customers in Germany. You will assess service requests, determine if issues are hardware or software related, and coordinate with field technicians to resolve problems efficiently.

You will also collect customer details, enter data into Salesforce, SAP, and Telia, and maintain clear communication with internal teams.

Qualifications

• Fluent German (C1) in written and spoken communication.
• Good English (B2) in written and spoken communication.
• Strong communication skills and customer-focused mindset.
• Service-oriented with solid problem-solving abilities.
• Ability to manage upset customers and apply de-escalation techniques.
• Proficiency in Microsoft Office Suite and experience with CRM/ERP systems (e.g., SAP).
• Previous B2B customer service experience (phone/email) is advantageous.

Responsibilities

• Act as the first point of contact for B2B customers in Germany.
• Receive and assess service requests (80–90% relate to non-functioning doors) and determine hardware or software issues.
• Collect and verify customer details (address, door ID, contact information).
• Coordinate with field technicians: send service requests and share customer information.
• Enter accurate data into internal systems (Salesforce, SAP, Telia).
• Ensure smooth communication with internal teams to resolve issues efficiently.
• Handle inbound calls and requests exclusively from Germany.

Skills

German fluency

English proficiency

Communication skills

Customer focus

Problem solving

CRM experience

SAP experience

Microsoft Office

B2B support

Tools

Salesforce

SAP

Telia

Job description

In this role, you will be the first point of contact for our B2B customers in Germany, handling calls related to malfunctions or issues with Dormakaba doors and coordinating service technician visits.

The position follows a rotating schedule between 08:00 and 22:00 (Sofia time), Monday to Saturday. Employees work 5 days per week, including at least 2 Saturdays per month. The position is hybrid, with 3 days in the office and the remaining days working remotely. Saturday shifts are worked from home.

What you will do

• Act as the first point of contact for B2B customers from Germany.
• Receive and assess service requests (80–90% relate to non-functioning doors), determine if the issue is hardware or software-related.
• Collect and verify customer details (address, door ID, contact information).
• Coordinate with field technicians: send service requests, share customer contact details, and relevant information about the issue.
• Enter accurate data into internal systems (Salesforce, SAP, Telia).
• Ensure smooth communication with internal teams to resolve customer issues efficiently.
• Handle inbound calls and requests exclusively from Germany.

What we require

• Fluent German (C1) in both written and spoken communication.
• Good English (B2) in both written and spoken communication.
• Strong communication skills and customer-focused mindset.
• Service-oriented with solid problem-solving abilities.
• Ability to manage upset customers and apply de-escalation techniques.
• Proficiency in Microsoft Office Suite and experience working with CRM and ERP systems (e.g., SAP).
• Previous B2B customer service experience (phone/email) is an advantage.

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust.
• Attractive remuneration package.
• Hybrid working model (3 days per week in-office required).
• Home office allowance.
• 25 days paid annual leave.
• Additional health insurance.
• Employee Assistance Program (Mental Health, Legal & Financial Counselling).
• 102.26 EUR Food vouchers.
• Public transportation card.
• Optional parking space.
• Multisport card.
• Language training opportunity.
• Employee referral program.
• Brand new modern office premises in a class A business building.
• Fresh fruits in the office.
• Training and mentorship programs.
• Access to over 15,000 LinkedIn Learning courses to assist in your professional development.

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter –