📍 Job Overview

• Job Title: Back-office Customer Support Specialist with German - Top E-commerce Company
• Company: Concentrix
• Location: Szczecin, Poland
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: 2025-07-11
• Experience Level: Entry-level (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Provide top-quality, empathetic, and accurate customer support via email and phone for a leading e-commerce company in the retail industry.
• Investigate and resolve customer issues, process refunds, and address GDPR-related complaints with care and precision.
• Collaborate with multiple systems efficiently while maintaining a high level of professionalism and accuracy.
• Fluent in German (C1) and English (C1), both written and spoken, with excellent communication skills and a strong analytical mindset.

📝 Enhancement Note: This role requires exceptional communication skills and cultural sensitivity to handle a diverse range of customer inquiries and complaints. The ideal candidate will have a patient, empathetic, and emotionally resilient approach to customer support.

💻 Primary Responsibilities

• Customer Communication: Deliver written customer support via email for the German market and handle a small call volume.
• Issue Resolution: Investigate and resolve customer issues by reviewing past interactions and using internal tools.
• Refund Processing: Process manual refunds and address GDPR-related complaints with care and accuracy.
• Customer Interaction: Ensure every customer interaction is professional, empathetic, and solution-focused.
• System Management: Work with multiple systems efficiently while maintaining a high level of precision.

📝 Enhancement Note: This role requires strong multitasking skills and the ability to manage time effectively to handle multiple customer inquiries and system tasks simultaneously.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Relevant degree or certification in a related field is a plus.

Experience: 0-2 years of experience in customer support, back-office, or a related role.

Required Skills:

• Fluent German (C1) and English (C1) - both written and spoken
• Excellent communication skills and the ability to clearly explain solutions
• Strong analytical and problem-solving mindset
• Patience, empathy, and emotional resilience
• Typing speed of 150+ keystrokes per minute and solid computer literacy
• Availability for full-time on-site work in Szczecin (5 days a week) with varying shifts within the 9:00 – 18:00 timeframe

Preferred Skills:

• Previous experience in a customer support or back-office role
• Familiarity with CRM systems and customer support software
• Knowledge of e-commerce platforms and processes

📝 Enhancement Note: While not required, previous experience in a customer support role or relevant education can significantly enhance the candidate's ability to excel in this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: €20,000 - €25,000 per year (based on Polish market standards for entry-level customer support roles with language requirements)

Benefits:

• Competitive salary
• Relocation support and help with obtaining required work permits
• Engaging trainings
• Benefit package: private healthcare by LuxMed, MyBenefit with monthly budget, private life insurance, MultiSport, fruits on Wednesdays, and occasionally Pizza Days
• Talent Development Program: transparent career paths and promotions
• CNX Academy: mentoring program
• CNX University: unlimited online trainings available
• Refer a friend: bonus for recommending a friend
• Amazing work culture: celebrate cultural differences and integration events onsite
• Modern office in the heart of Szczecin centre, Poland

Working Hours: 40 hours per week, with varying shifts within the 9:00 – 18:00 timeframe

📝 Enhancement Note: The salary range provided is based on market research for entry-level customer support roles in Poland with language requirements. The benefits package is comprehensive and designed to support the well-being and professional growth of employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and retail

Company Size: Medium (5,000-10,000 employees)

Founded: 1982

Team Structure:

• Back-office customer support team
• Cross-functional collaboration with other departments, such as sales, marketing, and product management

Development Methodology:

• Agile/Scrum methodologies and sprint planning for customer support projects
• Code review, testing, and quality assurance practices for internal tools and systems
• Deployment strategies, CI/CD pipelines, and server management for internal systems

Company Website: Concentrix

📝 Enhancement Note: Concentrix is a global business services company specializing in customer experience, analytics, and technology. The company's culture emphasizes employee development, innovation, and customer focus.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to intermediate, with opportunities for growth and development within the customer support team and other departments.

Reporting Structure: Reports directly to the Team Leader or Supervisor within the customer support team.

Technical Impact: Directly impacts customer satisfaction, brand reputation, and sales through effective issue resolution and customer communication.

Growth Opportunities:

• Career progression within the customer support team, such as promotions to Senior Customer Support Specialist or Team Leader roles
• Opportunities to transfer to other departments or roles within the company, such as sales, marketing, or operations
• Professional development opportunities through training programs, mentoring, and workshops

📝 Enhancement Note: Concentrix offers a Talent Development Program with transparent career paths and promotions, as well as mentoring and training opportunities through CNX Academy and CNX University.

🌐 Work Environment

Office Type: Modern, on-site office in the heart of Szczecin centre, Poland

Office Location(s): Szczecin, Poland

Workspace Context:

• Collaborative workspace with dedicated customer support areas
• Access to multiple systems and tools for efficient issue resolution and customer communication
• Opportunities for cross-functional collaboration with other departments and teams

Work Schedule: Full-time on-site work in Szczecin (5 days a week) with varying shifts within the 9:00 – 18:00 timeframe

📝 Enhancement Note: The work environment at Concentrix is designed to be collaborative, engaging, and supportive of employee growth and development. The company offers a range of benefits and perks to enhance the employee experience.

📄 Application & Technical Interview Process

Interview Process:

1. Online application review and initial screening
2. Phone or video call interview to assess language skills, communication, and cultural fit
3. In-person or virtual assessment center, including group exercises, role-plays, and case studies
4. Final interview with the hiring manager or team leader to discuss the role, team dynamics, and career growth opportunities

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Support, Back-office, German, English, Fluent, Communication Skills, Analytical Skills, Problem-Solving, Empathy, Emotional Resilience, Typing Speed, Computer Literacy, CRM, E-commerce, Retail, Poland, Szczecin

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's language skills, communication, cultural fit, and problem-solving abilities. The assessment center provides an opportunity for candidates to demonstrate their skills in a practical, group setting.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• CRM systems (e.g., Salesforce, Zendesk, or similar)
• Customer support software (e.g., Freshdesk, Zoho Support, or similar)
• Internal communication and collaboration tools (e.g., Slack, Microsoft Teams, or similar)

📝 Enhancement Note: The technology stack for this role is focused on customer support tools and internal communication platforms. Familiarity with CRM systems and customer support software is preferred but not required.

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, focusing on empathy, patience, and understanding
• Professionalism and attention to detail in all customer interactions
• Strong problem-solving skills and a commitment to issue resolution
• Collaboration and teamwork, with a focus on supporting and learning from colleagues
• Continuous learning and improvement, with a commitment to staying up-to-date with industry trends and best practices

Collaboration Style:

• Cross-functional collaboration with other departments, such as sales, marketing, and product management
• Regular team meetings and one-on-one check-ins to discuss performance, feedback, and growth opportunities
• A supportive and inclusive team culture that values diversity and encourages open communication

📝 Enhancement Note: The customer support team at Concentrix is committed to providing top-quality, empathetic, and accurate customer support. The team values collaboration, continuous learning, and a customer-centric approach to issue resolution.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of customer inquiries and complaints with care and accuracy
• Investigating and resolving complex customer issues using internal tools and resources
• Processing manual refunds and addressing GDPR-related complaints with care and precision
• Working with multiple systems efficiently while maintaining a high level of professionalism and accuracy

Learning & Development Opportunities:

• Engaging trainings and workshops to develop customer support skills and knowledge
• Mentoring and coaching opportunities through CNX Academy and CNX University
• Opportunities to transfer to other departments or roles within the company, such as sales, marketing, or operations
• Career progression within the customer support team, such as promotions to Senior Customer Support Specialist or Team Leader roles

📝 Enhancement Note: The technical challenges in this role require strong communication skills, patience, and emotional resilience. The learning and development opportunities are designed to support the growth and development of customer support professionals.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue.
• How do you prioritize your workload when handling multiple customer inquiries and complaints?
• Can you walk us through your process for investigating and resolving a complex customer issue?
• How do you ensure the accuracy and professionalism of your written communication with customers?

Company & Culture Questions:

• Why are you interested in working for Concentrix, and what do you know about our company and culture?
• How do you approach working collaboratively with other departments and teams to resolve customer issues?
• Can you describe a time when you had to adapt to a new technology or system, and how did you approach learning and implementation?
• How do you stay up-to-date with industry trends and best practices in customer support?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The technical interview questions for this role are designed to assess the candidate's problem-solving skills, communication, and cultural fit. The company and culture questions provide an opportunity for candidates to demonstrate their understanding of the company and its values.

📌 Application Steps

To apply for this back-office customer support specialist position with German language requirements:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your language skills, communication, and problem-solving abilities.
3. Prepare for the phone or video call interview by practicing your language skills and familiarizing yourself with common customer support scenarios.
4. Research the company and its culture to demonstrate your understanding and enthusiasm for the role.
5. Attend the in-person or virtual assessment center and final interview with confidence and a strong commitment to customer support excellence.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.