Customer Support Agent | German Desk (EverHelp)

📍 Job Overview

• Job Title: Customer Support Agent | German Desk (EverHelp)
• Company: Genesis
• Location: Ukraine
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: April 4, 2025
• Experience Level: Entry Level (0-2 years)
• Remote Status: Remote (Telecommute)

🚀 Role Summary

• Handle customer inquiries via email and phone, offering support in German and English
• Process customer orders, offer purchase guidance, and ensure efficient order handling
• Coordinate with suppliers to address delivery delays and maintain customer satisfaction
• Communicate essential customer messages to key departments, such as Category Management, Logistics, and Product Data

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a dynamic, fast-paced environment. Familiarity with CRM software and customer service best practices is a plus.

💻 Primary Responsibilities

• Customer Communication: Manage customer inquiries via email and phone, addressing cancellations, returns, deliveries, claims, and product requests professionally and efficiently
• Order Processing: Handle customer orders over the phone, providing purchase guidance and ensuring smooth order handling
• Supplier Coordination: Work with suppliers to resolve delivery delays and maintain high service standards
• Interdepartmental Communication: Relay essential customer messages to key departments, such as Category Management, Logistics, and Product Data, to ensure timely resolution of customer issues

📝 Enhancement Note: Successful candidates will demonstrate excellent active listening skills, empathy, and the ability to remain calm under pressure. They will also possess strong problem-solving skills and the ability to multitask effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience

Experience: At least 1 year of support experience, preferably in a customer-facing role

Required Skills:

• Proficiency in German (C1) and English (B2)
• Excellent communication skills in both languages
• Strong problem-solving skills and attention to detail
• Ability to work independently and in a team environment
• Adaptability and resilience in a dynamic business environment

Preferred Skills:

• Familiarity with CRM software and customer service best practices
• Experience working with international customers
• Knowledge of e-commerce platforms and processes

📝 Enhancement Note: Candidates with experience in a call center or customer support role, as well as those with a background in sales or retail, are encouraged to apply. Relevant coursework or certifications in customer service or a related field may also be considered.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: €1,200 - €1,500 per month (Gross) for entry-level candidates with 0-2 years of experience. Salary is subject to change based on experience and performance.

Benefits:

• 20+ vacation days and unlimited sick leaves
• Ability to work fully remotely
• Professional team with internal communities and team activities for continuous learning and development
• Opportunity for career growth, with 32% of teammates obtaining a new role within their first year and 86% of team leads having been customer support agents in the past

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer needs

📝 Enhancement Note: Salary range is based on market research for entry-level customer support roles in Ukraine, with consideration for the required language proficiency and experience level.

🎯 Team & Company Context

🏢 Company Culture

Industry: IT and Software Development

Company Size: Large (1,500+ employees)

Founded: 2000

Team Structure:

• Customer Support Team (German Desk)
• Key Departments: Category Management, Logistics, Product Data

Development Methodology:

• Agile/Scrum methodologies for project management
• Collaborative development environment with regular team activities and learning opportunities

Company Website: Genesis

📝 Enhancement Note: Genesis is a well-established IT company with a strong focus on employee development and growth opportunities. The company's success is built on its commitment to fostering a collaborative and innovative work environment.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry-level position responsible for handling customer inquiries and ensuring customer satisfaction

Reporting Structure: Reports directly to the Customer Support Team Lead

Technical Impact: Directly influences customer satisfaction and brand reputation through effective communication and problem resolution

Growth Opportunities:

• Career progression to Senior Customer Support Agent, Team Lead, or other roles within the company
• Opportunities for professional development and skill enhancement through internal training programs and workshops

📝 Enhancement Note: With a high employee satisfaction rate and a strong focus on internal promotions, Genesis offers excellent growth opportunities for motivated and dedicated customer support agents.

🌐 Work Environment

Office Type: Fully remote work environment with the option to work from home or a co-working space

Office Location(s): Ukraine (remote work allowed)

Workspace Context:

• Remote work requires a quiet, dedicated workspace with a stable internet connection
• Collaboration tools such as Slack, Microsoft Teams, or Google Workspace for communication and project management
• Access to customer support software and CRM tools for effective customer management

Work Schedule: Flexible scheduling to accommodate customer needs, with core hours between 9 AM and 5 PM (CET)

📝 Enhancement Note: Successful candidates will be comfortable working remotely and have the necessary self-motivation and time management skills to thrive in a virtual work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Online application submission and resume review
2. Phone or video screening to assess language proficiency and communication skills
3. Role-play scenarios to evaluate problem-solving skills and customer service aptitude
4. Final interview with the Customer Support Team Lead to discuss cultural fit and career aspirations

Portfolio Review Tips (N/A): This role does not require a portfolio.

Technical Challenge Preparation (N/A): This role does not require a technical challenge.

ATS Keywords:

• Customer Support
• German Language
• English Language
• Communication Skills
• Problem Solving
• Teamwork
• Adaptability
• CRM Software
• E-commerce
• Customer Service Best Practices

📝 Enhancement Note: Candidates are encouraged to highlight their relevant experience and skills in their resume and cover letter, emphasizing their ability to communicate effectively in German and English, as well as their problem-solving skills and adaptability in a dynamic work environment.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Empathy and active listening
• Professionalism and patience
• Problem-solving and adaptability
• Clear and concise communication

Collaboration Style:

• Collaborative problem-solving and knowledge-sharing within the customer support team
• Cross-functional collaboration with key departments, such as Category Management, Logistics, and Product Data
• Regular team activities and learning opportunities to foster continuous development and growth

📝 Enhancement Note: Genesis fosters a collaborative and supportive work environment, with a strong emphasis on employee development and growth opportunities. Successful candidates will be able to thrive in this environment and contribute to the company's ongoing success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling difficult or upset customers and maintaining a calm and professional demeanor
• Managing high call or email volumes during peak periods
• Resolving complex customer issues that require coordination with multiple departments

Learning & Development Opportunities:

• Internal training programs and workshops on customer service best practices, CRM software, and other relevant topics
• Opportunities to learn from and collaborate with experienced team members and subject matter experts
• Career progression to Senior Customer Support Agent, Team Lead, or other roles within the company

📝 Enhancement Note: Candidates should be prepared to face the challenges of a fast-paced, dynamic work environment and be proactive in seeking out learning and development opportunities to grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

• How would you handle an upset customer who is demanding a refund for a product they purchased online?
• Describe a time when you had to coordinate with multiple departments to resolve a customer issue. What was the outcome, and what did you learn from the experience?
• How do you stay organized and manage your time effectively when handling a high volume of customer inquiries?

Company & Culture Questions:

• Why are you interested in this customer support role with EverHelp?
• How do you see yourself contributing to the success of the customer support team and the company as a whole?
• What attracts you to working in a fully remote environment, and how do you ensure your productivity and focus in such an environment?

Portfolio Presentation Strategy (N/A): This role does not require a portfolio.

📝 Enhancement Note: Candidates should focus on demonstrating their strong communication skills, problem-solving abilities, and cultural fit with the company. They should also be prepared to discuss their relevant experience and how it has equipped them to succeed in this role.

📌 Application Steps

To apply for this customer support agent position:

1. Submit your resume and cover letter through the application link
2. Prepare for the phone or video screening by practicing your German and English communication skills
3. Familiarize yourself with common customer support scenarios and role-play exercises to demonstrate your problem-solving skills and customer service aptitude
4. Research the company and its customer support values to ensure a strong cultural fit and alignment with your career aspirations

⚠️ 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.