David Kennedy Recruitment is working with an international customer experience provider that is looking to recruit German-speaking Customer Service Representatives to join their team in Kosovo. This is a fully remote customer service opportunity supporting a well-established German fashion and e-commerce brand, with a strong focus on assisting customers with orders, returns, refunds and general enquiries.
Position: Customer Support Representative
Location: Kosovo, Remote
Work model: 100% Remote
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Handle inbound customer enquiries in German
- Support customers with orders and delivery-related queries
- Process returns, refunds and exchanges
- Assist customers with damaged, incorrect or missing items
- Handle complaints calmly and professionally
- Provide clear and accurate information regarding customer orders and services
- Update customer information and document cases accurately in the relevant systems
- Resolve customer issues efficiently and ensure appropriate follow-up where required
- Deliver a positive and professional customer experience throughout every interaction.
REQUIREMENTS:
- German language skills at C1 level or higher
- Based in Kosovo
- Comfortable working 100% remotely
- Strong written and verbal communication skills
- Customer-focused, calm and empathetic approach
- Confident handling complaints and difficult customer situations
- Good computer and system skills
- Reliable internet connection and suitable home-working environment
- Availability to work shifts between 08:00 and 20:00, Monday to Saturday
- Previous experience in customer service, call centres, e-commerce, fashion/retail, travel or telecommunications is highly advantageous.
BENEFITS:
- 100% remote working from Kosovo
- Full-time employment
- Paid onboarding and training
- Equipment provided
- Opportunity to work on an established German fashion and e-commerce customer service project
- No sales or outbound calling
- And much more!!!