Operations Support Associate

Job summary:

We are looking for enthusiastic and customer-focused German operations support associates to join our growing team. This role combines both voice and non-voice support responsibilities, ensuring a seamless experience for our German-speaking customers while maintaining operational excellence.

Responsibilities:

Voice support

• Handle inbound and outbound calls from German-speaking customers.
• Resolve customer inquiries and provide accurate information.
• Deliver exceptional customer service while maintaining quality standards.
• Escalate complex cases to the relevant teams when required.

Non-voice support

• Respond to customer inquiries via email, chat, and ticketing systems.
• Process requests and update customer records accurately.
• Document customer interactions and case resolutions.
• Meet service level agreements (SLAs) and quality targets.

Operations support

• Follow established processes, policies, and compliance requirements.
• Collaborate with internal stakeholders to resolve customer issues.
• Support continuous improvement initiatives and operational excellence.
• Meet productivity, quality, and customer satisfaction KPIs.

Requirements

• Bachelor's degree preferred.
• Fresh graduates are welcome to apply.
• 0–1 year of experience in customer service, operations, or BPO environments is an advantage.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, multicultural environment.

Language requirements

• Mandatory
• German language proficiency: minimum B2 level (CEFR).
• Strong verbal and written communication skills in German.

Technical skills

• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Good typing and written communication skills.
• Experience with CRM or ticketing tools is a plus.
• Strong attention to detail and accuracy.

Benefits

• Professional training and development opportunities.
• Career growth within a global organization.
• Exposure to international clients and business environments.
• Inclusive, diverse, and collaborative workplace culture.