Customer Support (Fluent German + English)

Customer Support (Fluent German + English)
Aveiro
Aveiro, Aveiro District, Portugal

Experis is recruiting for a leading telecommunications company that is strengthening its customer support teams with native or fluent German speakers who also have a good command of English , to join the German Retention department.

Key Responsibilities:

• Handle contacts with German-speaking customers (via phone, email, or chat) while ensuring a polite, clear, and efficient service.
• Identify reasons for potential cancellations and work proactively to retain customers by offering suitable solutions.
• Negotiate offers, plans, and commercial conditions , providing the best possible proposal within company guidelines.
• Resolve basic technical issues or escalate them to the appropriate internal teams when necessary.
• Advise customers on services, products, and features , ensuring they fully understand the available options and benefits.
• Accurately update and maintain customer information in internal systems.
• Meet retention, customer satisfaction, and service quality targets .
• Collaborate with
  - functional teams to ensure efficient resolution of complex cases.
• Stay up to date on campaigns, new products, processes, and company policies.

Requirements:

• Fluency in German (native or equivalent level) .
• Good command of English (B2 level or higher) .
• Strong communication and customer service skills.
• Team spirit and
  - oriented mindset.
• Availability to work the indicated schedules:
• Monday to Friday , rotating shifts (07h-16h; 08h-17h and 09h-18h)
• 100% remote position.

If you are passionate about helping customers and want to be part of an international and innovative team , apply now!