Customer Support Agent (TaaS) - German Market - Evening Shift at CPM International

📍 Job Overview

Job Title: Customer Support Agent (TaaS) - German Market - Evening Shift
Company: CPM International
Location: Slovakia (Remote)
Job Type: Full-Time, Temporary (6 months, possibility of extension)
Category: Customer Support
Date Posted: July 11, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: Hybrid (Remote & On-site)

🚀 Role Summary

Join Via, a mobility industry innovator, revolutionizing global transportation and reducing environmental impact.
Become a Customer Support Agent (TaaS) focusing on the German market, providing first-line support through phone, email, and digital channels.
Contribute to Via's mission by ensuring customer satisfaction and supporting on-demand mobility services across Germany.

📝 Enhancement Note: This role offers an exciting opportunity to gain experience in the mobility industry, working with cutting-edge technology and contributing to a more sustainable future.

💻 Primary Responsibilities

Customer Support: Handle customer inquiries efficiently and effectively, aiming for first contact resolution.
Record Keeping: Maintain customer records, updating them with reasons for contact, solutions provided, and relevant information to support customers and maintain service quality.
Communication: Foster positive interactions with customers, ensuring they feel understood and supported.
Service Level Agreement (SLA) & KPIs: Meet agreed service levels and contact center KPIs, providing productive and efficient support.
Training & Briefings: Participate in training and briefings (both internal and external) to gain expertise and understand client and contact center requirements.
Policy Compliance: Follow all applicable policies and regulations, including client policies, EU legal frameworks, and local government regulations.

📝 Enhancement Note: This role requires strong communication skills, a customer-first mindset, and the ability to multitask and prioritize effectively under pressure.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Entry-level position with no or little experience required.

Required Skills:

Language Skills: Fluent in German (C2 level) and comfortable in English.
Customer-First Mindset: Passionate about helping people and solving problems.
Tech-Savvy: Comfortable with MS Office and quick to pick up new tools.
Organization & Motivation: Remains organized and motivated even when things get busy.
Eligibility: Eligible to work in Slovakia.

Preferred Skills:

Previous customer support experience.
Familiarity with the mobility industry or on-demand services.
Knowledge of German culture and customer service standards.

📝 Enhancement Note: While previous customer support experience is not required, it would be beneficial for candidates to have some exposure to customer service or a related field.

📊 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: The offered salary is competitive at 19,000€ gross per year. This is in line with the average entry-level customer support salary in Slovakia, considering the cost of living and industry standards.

Benefits:

6,60 €/day meal voucher (€132/month).
A commuting/WFH allowance of €50 per month (€600 per annum).
5 extra days paid (personal days) per annum pro rata in case of emergencies and short-term absence.
Hybrid and remote working options available.
Fully paid training (5 days from 9AM to 6PM), which will provide you with the basic knowledge of your new role.

Working Hours: Full-time, 40 hours/week, with a rotating schedule from 1:00 PM to 2:00 AM, Monday to Sunday (5 days per week rotation).

📝 Enhancement Note: The salary range and benefits package are competitive for an entry-level position in Slovakia, considering the cost of living and industry standards.

🎯 Team & Company Context

🏢 Company Culture

Industry: CPM International is a global leader in customer experience (CX) and business process management (BPM), operating in over 40 countries. Their work spans various industries, including mobility, retail, finance, and healthcare.

Company Size: CPM International employs over 100,000 people worldwide, providing a large and diverse team to work with.

Founded: CPM International was founded in 1986, with a rich history in customer experience and business process management.

Team Structure: The team structure for this role is not explicitly stated, but as a Customer Support Agent (TaaS), you will likely work within a larger customer support team, collaborating with various departments to ensure customer satisfaction and service quality.

Development Methodology: The development methodology for this role is not explicitly stated, but as a Customer Support Agent (TaaS), you will be expected to follow established customer support processes and procedures, with a focus on continuous improvement and customer satisfaction.

Company Website: CPM International Website

📝 Enhancement Note: CPM International's size and global presence offer numerous opportunities for career growth and development within the customer experience and business process management fields.

📈 Career & Growth Analysis

Customer Support Agent (TaaS) Career Level: This role is an entry-level position, offering an excellent starting point for a career in customer support or a related field within the mobility industry.

Reporting Structure: As a Customer Support Agent (TaaS), you will report directly to the Customer Support Team Lead or Manager, with regular interactions with various departments, including operations, technology, and management.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and service quality, contributing to Via's mission to revolutionize global transportation and reduce its environmental footprint.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to progress into more senior customer support roles, team leadership positions, or related fields within CPM International or Via.
Skill Development: This role offers the chance to develop and improve customer support skills, communication skills, and an understanding of the mobility industry and on-demand services.
Emerging Technologies: As Via continues to innovate and adopt emerging technologies, there may be opportunities to grow and specialize in specific areas, such as mobility technology, customer experience, or data analysis.

📝 Enhancement Note: While this role is entry-level, it provides a strong foundation for a career in customer support or a related field, with numerous opportunities for growth and development within CPM International and Via.

🌐 Work Environment

Office Type: CPM International's offices are designed to be collaborative, modern, and comfortable workspaces, fostering a positive and productive environment for employees.

Office Location(s): The primary office for this role is in Slovakia, with the option for remote work and hybrid arrangements.

Workspace Context:

Collaboration: The workspace encourages collaboration and interaction with team members, fostering a supportive and inclusive environment.
Tools & Equipment: Employees have access to the necessary tools and equipment to perform their jobs effectively, including computers, software, and communication devices.
Work Schedule: The work schedule for this role is a rotating shift, with hours from 1:00 PM to 2:00 AM, Monday to Sunday (5 days per week rotation). This schedule allows for a good work-life balance while accommodating customer support needs.

Work Schedule: The work schedule is a rotating shift, with hours from 1:00 PM to 2:00 AM, Monday to Sunday (5 days per week rotation). This schedule ensures that customer support is available during peak usage hours for Via's on-demand mobility services.

📝 Enhancement Note: The work environment at CPM International is designed to be collaborative, inclusive, and supportive, with a focus on employee well-being and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screening: A brief phone or video call to assess communication skills, language proficiency, and cultural fit.
Behavioral & Situational Interview: A more in-depth interview focusing on customer support skills, problem-solving, and adaptability.
Final Interview: A meeting with the hiring manager or team lead to discuss the role, team dynamics, and company culture.

Portfolio Review Tips: (N/A - This role does not require a web portfolio or project requirements)

Technical Challenge Preparation: (N/A - This role does not involve technical challenges or coding exercises)

ATS Keywords: (N/A - This role is not a web development or server administration position, and thus does not require ATS keywords related to those fields)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, language proficiency, customer support experience, and cultural fit, with no technical challenges or coding exercises required.

🛠 Technology Stack & Web Infrastructure (N/A)

This role is not a web development or server administration position, and thus does not require a technology stack or web infrastructure knowledge.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and striving to exceed their expectations in every interaction.
Empathy & Understanding: Listening actively and demonstrating genuine care for customers' needs and concerns.
Problem-Solving: Identifying and resolving customer issues efficiently and effectively, with a focus on first contact resolution.
Continuous Improvement: Consistently seeking ways to improve customer support processes, policies, and procedures.

Collaboration Style:

Teamwork: Working closely with team members to ensure customer satisfaction and service quality.
Communication: Maintaining open and transparent communication with customers, team members, and other departments.
Support & Growth: Fostering a supportive and inclusive team environment that encourages learning, growth, and development.

📝 Enhancement Note: CPM International's customer support values emphasize a customer-centric approach, with a focus on empathy, problem-solving, and continuous improvement. The collaboration style encourages teamwork, open communication, and support for employee growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges: (N/A - This role is not a web development or server administration position, and thus does not involve technical challenges)

Learning & Development Opportunities:

Training & Development: CPM International offers ongoing training and development opportunities, including workshops, webinars, and e-learning courses, to help employees grow and advance in their careers.
Mentorship Programs: Formal and informal mentorship programs are available to support employees' professional development and career progression.
Conferences & Events: Employees have the opportunity to attend industry conferences, workshops, and events to stay up-to-date with the latest trends and best practices in customer experience and business process management.

📝 Enhancement Note: CPM International offers numerous learning and development opportunities to support employees' professional growth and career progression within the customer experience and business process management fields.

💡 Interview Preparation

Technical Questions: (N/A - This role is not a web development or server administration position, and thus does not involve technical questions or coding exercises)

Company & Culture Questions:

Company Knowledge: Demonstrate your understanding of CPM International's mission, values, and customer support approach.
Customer Support Experience: Share examples of your previous customer support experience, highlighting your ability to handle difficult customers, resolve complex issues, and maintain a positive attitude under pressure.
Language Skills: Showcase your proficiency in German and English, with a focus on your ability to communicate effectively with customers and team members.
Adaptability: Discuss your ability to work flexible hours and adapt to changing customer support needs and priorities.

Portfolio Presentation Strategy: (N/A - This role does not require a web portfolio or project requirements)

📝 Enhancement Note: Interview preparation for this role focuses on demonstrating strong communication skills, customer support experience, language proficiency, and adaptability, with no technical questions or coding exercises required.

📌 Application Steps

To apply for this Customer Support Agent (TaaS) - German Market - Evening Shift position:

Submit your application through the application link provided.
Prepare for the phone or video screening by practicing your communication skills and familiarizing yourself with CPM International's mission and values.
Research Via's on-demand mobility services and the mobility industry to demonstrate your enthusiasm and understanding of the role.
Prepare for the behavioral and situational interview by reflecting on your previous customer support experience and developing examples of your problem-solving skills, adaptability, and customer focus.
Review CPM International's company culture and values to ensure a strong cultural fit and alignment with your personal values and work preferences.

⚠️ 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.

Customer Support Agent (TaaS) - German Market - Evening Shift