Ventrica
German Customer Service Advisor
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We are looking for a German-speaking Customer Service Agent to support a leading home appliance brand renowned for its innovative air treatment solutions.
This is an excellent opportunity for a customer-focused individual who thrives in a fast-paced environment and enjoys helping customers find solutions. During seasonal peaks, particularly during periods of extreme heat, demand for products can increase significantly, resulting in higher contact volumes and occasional delays. We are looking for someone who can remain calm under pressure, reassure customers, manage expectations effectively, and deliver an exceptional customer experience.
Please note, this role is a 3-month fixed-term temporary contract.
About the Role:
As a German Customer Service Agent, you will be the first point of contact for German-speaking customers, supporting them with a variety of enquiries and ensuring every interaction is handled with professionalism, empathy, and attention to detail.
Customer contacts may include:
- Product enquiries and general FAQs.
- Order placement and order updates.
- Fault reporting and troubleshooting.
- Warranty and retailer enquiries.
- General customer support questions.
All customer interactions are managed through a dedicated CRM platform.
Key Responsibilities:
- Deliver a professional, friendly, and empathetic customer experience.
- Support customers with product information, order queries, fault reports, and general FAQs.
- Reassure customers during busy seasonal periods and when delays occur.
- Manage customer expectations and confidently de-escalate challenging situations.
- Accurately investigate, document, and record customer concerns within the CRM system.
- Escalate cases where required, ensuring all relevant information is captured clearly and accurately.
- Take detailed messages and maintain comprehensive customer records.
- Maintain a high level of accuracy and attention to detail across all interactions.
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What We're Looking For:
- Previous customer service experience.
- Excellent attention to detail and organisational skills.
- Strong communication and interpersonal skills.
- Ability to work effectively in a fast-paced environment.
- Experience handling challenging customer conversations with empathy and professionalism.
- Ability to gather accurate information and provide thorough case escalations.
- Confidence using CRM systems and multiple applications simultaneously.
The Ideal Candidate:
You are someone who:
- Remains calm, positive, and professional under pressure.
- Can confidently reassure customers and build trust.
- Demonstrates empathy and actively listens to customer concerns.
- Understands the importance of managing expectations during periods of high demand.
- Has exceptional attention to detail and note-taking skills.
- Is resilient, adaptable, and solution-focused.
- Can balance high volumes of enquiries while maintaining quality and accuracy.
- Takes pride in providing clear, detailed information that supports successful case resolution.
Hours, Location & Language Requirement:
- 40 hours per week
- 09:00-18:00 Monday to Friday
- Fully remote, but you must be based in the UK whilst working
- You must be fully fluent in both English and German, both written and verbal
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Homeworking Eligibility:
Please refer to the following links to ensure your laptop/PC has the current supported systems:
Windows
- MUST be a Windows 11 compatible machine, but MUST also be equipped with the following:
- Windows 11 25H2 or later
- 8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor
- 16GB RAM Minimum
- 15GB+ Free Storage Space
Apple/macOS
- MUST be equipped with the following:
- macOS 14 (Sonoma) or later
- 16GB RAM Minimum
- 15GB+ Free Storage Space
Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.
Hardware & Software: Mobile Phone
You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.
Minimum Speed Requirements:
- Ping: Maximum 20ms
- Download: Minimum 20 MBps
- Upload: Minimum 5Mbps
Please be advised we do not support any connection based on mobile networks.
Who are Ventrica?
At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.
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