German Speaking Customer Support Specialist - NIGHT SHIFT

<p>We are looking for <strong>German-speaking Customer Support Specialists</strong> to join our team and help us deliver exceptional service around the clock.</p><p>In this role, you will be responsible for providing outstanding customer support by <strong>answering incoming calls and managing service requests in German</strong> via customer portals and email—ensuring a high standard of professionalism, accuracy, and responsiveness.</p><p>You will handle the <strong>efficient processing of jobs in our internal CMS</strong>, coordinate the next day’s technician workload, and proactively manage open cases. Your attention to detail and structured approach will help ensure <strong>seamless operations overnight</strong> and support a smooth handover to the day team.</p><p>Strong collaboration and clear communication—especially in <strong>German</strong>—are key as you maintain relationships with customers, generate reports, and contribute to continuous service improvement.</p><p> </p><p><strong>How you will make an impact:</strong></p><ul><li>Deliver <strong>exceptional customer service</strong> by promptly answering <strong>incoming calls in German</strong> and addressing inquiries with professionalism and efficiency.</li><li>Manage <strong>incoming service requests</strong> via customer portals and email, ensuring <strong>timely job acceptance and accurate logging</strong> within agreed SLAs—even during night hours.</li><li>Seamlessly process customer and <strong>out-of-hours job requests</strong> into the internal CMS to ensure accurate tracking and traceability.</li><li>Create <strong>aftersales cases</strong> and schedule service appointments to enhance <strong>customer satisfaction</strong>, even during off-peak times.</li><li>Coordinate and optimize <strong>technicians' workloads</strong> for the next business day by managing reactive jobs, parts fitting, and scheduled maintenance requests.</li><li>Accurately log and assign <strong>maintenance visits</strong>, ensuring organized operations and clear documentation for internal teams.</li><li>Proactively <strong>monitor and update open cases</strong> in both the internal CMS and client platforms, maintaining transparency and strong communication—even outside regular business hours.</li><li>Foster strong <strong>customer relationships in German</strong>, primarily via phone calls, emails, and portals, building trust through consistent and clear communication.</li><li>Collaborate with your night-shift team and daytime colleagues to ensure continuity and consistent service quality.</li><li>Communicate effectively with <strong>subcontractors and other departments</strong>, facilitating smooth handovers and issue resolution across shifts.</li><li>Validate <strong>proof of delivery documents</strong>, ensuring accountability and data accuracy.</li><li>Generate <strong>daily and weekly customer reports</strong>, offering operational insights and supporting continuous improvement.</li><li>Prepare <strong>tailored ad-hoc reports</strong> as needed, optimizing operations and supporting internal and client-specific objectives.</li></ul><p> </p><p><strong>What makes you a perfect match:</strong></p><ul><li>1–3 years of experience in <strong>customer service, logistics, supply chain, or operations</strong>, ideally within a 24/7 or shift-based environment.</li><li>Experience in a <strong>multinational company</strong> is a strong plus.</li><li>Proficiency in <strong>MS Excel</strong> and <strong>Outlook</strong> is essential; familiarity with <strong>Salesforce</strong> and/or <strong>Lightfoot</strong> is an advantage.</li><li><strong>Near-native German language skills</strong> are required (spoken and written).</li><li>At least <strong>intermediate English proficiency</strong>, ensuring clear communication across international teams.</li><li>Strong <strong>problem-solving skills</strong> and critical thinking, especially important during autonomous night-shift work.</li><li>A <strong>can-do attitude</strong> with the resilience to manage challenges outside standard working hours.</li><li>A collaborative team player who communicates well and supports smooth shift transitions.</li><li>High attention to detail, with a strong focus on accuracy in all tasks.</li><li>Excellent <strong>organizational skills</strong> and the ability to multitask and prioritize efficiently.</li><li>Ability to work under pressure, staying composed and productive in a <strong>shift-based environment</strong>.</li></ul><p> </p><p>This position is specifically for the <strong>Night Shift</strong>. Please ensure you are fully aware of and comfortable with the following working conditions before applying:</p><p><strong>Shift Schedule</strong></p><ul><li>Working hours: <strong>between 21:30 and 06:00 (local time)</strong> – exact shift times may vary based on operational needs and region.</li><li>A <strong>shift allowance/bonus</strong> may be applicable depending on your location and local labor reg