Contact Center Specialist

Position Summary:

German

Key Responsibilities :

• Provide comprehensive customer support through voice, email, and chat channels, demonstrating proficiency in both

  German (minimum B2 level) and English.

• Handle customer queries, cancellations, disputes, and resolution follow-ups efficiently.
• Conduct quality audits of agent interactions and ensure compliance with QA standards.
• Support new process rollouts by creating training materials, triage documents, and FAQs.
• Monitor and improve NPS, CSAT, and AHT by analyzing performance and customer feedback.
• Collaborate with internal teams to address issues from detractor and low-rated cases.
• Maintain and update training documents and process articles regularly.
• Assist in preparing monthly performance summaries for business reviews.
• Participate in regular calibration sessions with internal QA teams.

Requirements:

• Minimum education: Graduate degree in any discipline.
• 1–3 years of experience in a voice-based customer support role, preferably in a Contact Centre environment.
• Proficiency in German (minimum B2 level) and strong English communication skills.
• Solid understanding of customer experience metrics like NPS, CSAT, AHT.
• Experience in preparing training materials and quality guidelines.
• Analytical mindset with the ability to derive insights from customer feedback and performance data.
• Strong interpersonal skills with the ability to multitask and prioritize effectively.