Customer Support Representative (German Speaker)

Overview

Scalemill (www.scalemill.com) helps technology companies increase revenue and reduce costs by setting up offsite inside sales, support and customer success teams that handle customer interactions. We exclusively work with B2B (Business-to-Business) SaaS (Software-as-a-Service) products and specialize in lead generation and appointment-setting.

Role

This role involves customer dealing in the German language. You will be the first point of contact for customers, ensuring their questions are answered, concerns are resolved and they feel supported at every step of their journey. Seeking a proactive and customer-focused representative who is passionate about helping customers and creating positive experiences

Keywords

Communication, German skills, time management, CRM, active listening, customer satisfaction, product knowledge, problem solving

Location

Clifton, Karachi (Do Talwar)

Timings

Noon to 9 pm

Type

Full-time from the office

Reporting line

Team lead or Account Manager

Key Responsibilities

Customer Return Management

• Process customer returns efficiently while ensuring accuracy and timely resolution
• Handle return requests, exchange cases and refund coordination
• Address customer concerns related to orders, products and deliveries

Customer Query Handling

• Respond to customer emails and assigned support tickets promptly
• Resolve inquiries related to orders, returns, product details and delivery issues
• Ensure clear, professional and customer-friendly communication at all times

Order Tracking & Fulfillment Coordination

• Respond to customer concerns professionally and promptly
• Resolve complaints efficiently while maintaining a positive customer experience
• Proactively identify potential challenges and address them before they escalate

Internal & Cross-Team Collaboration

• Work proactively with the customer service team to ensure smooth issue resolution
• Coordinate with the warehouse team regarding missing inventory or dispatch discrepancies
• Escalate complex cases when necessary and ensure timely follow-up

System & Portal Management

• Manage and update customer records across platforms such as CRM, Shopify and Freshdesk
• Maintain accurate documentation of customer interactions and case updates
• Ensure proper ticket categorization and tracking for reporting purposes

Skills needed

• Communication: excellent written and verbal communication skills are required
• Organization: superior organizational skills to manage multiple tasks and responsibilities effectively
• Time management: strong ability to prioritize tasks, manage time efficiently and work in a fast-paced environment
• Attention to detail: accuracy in handling tasks and documents is critical
• Professionalism & discretion: maintaining high standards of professionalism and handling sensitive information with integrity and confidentiality

Technology

• This role requires someone comfortable with basic technology like computers, smartphones and common software used in offices
• Comfortable with using online messaging tools like WhatsApp, Google Chat, etc.
• Proficiency with MS Office & Google Business Suite
• Proven experience in handling CRM/ERP and dashboards
• Familiarity with task management apps such as TickTick

Background

• Bachelor’s degree
• Fluent German & English (written and verbal) is essential
• At least 2 years of proven experience in a related role

Job Type: Full-time

Work Location: In person