Customer Support - HU
📍 Job Overview
- Job Title: Customer Support - HU
- Company: Berlin Brands Group
- Location: Bratislava, Region of Bratislava, Slovakia
- Job Type: On-site
- Category: Customer Support
- Date Posted: 2025-07-21
- Experience Level: Entry-level to 2 years
- Remote Status: On-site
🚀 Role Summary
- Primary Responsibilities: Serve as the first point of contact for Hungarian-speaking customers via phone and email, providing competent and dedicated support. Advise and assist customers regarding the product portfolio, orders, and return processes. Collaborate with internal departments and document customer inquiries.
💻 Primary Responsibilities
- Customer Interaction: Handle inbound customer inquiries and support via phone and email in Hungarian. Provide clear and concise information about products, orders, and return processes.
- Customer Advice: Offer expert advice and guidance to customers, helping them make informed decisions about products and services.
- Issue Resolution: Troubleshoot and resolve customer issues efficiently and effectively, ensuring customer satisfaction.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions. Contribute to the improvement of support processes and knowledge base.
- Collaboration: Work closely with internal departments, such as sales, marketing, and technical support, to ensure customer needs are met and issues are resolved promptly.
🎓 Skills & Qualifications
Education: Secondary school diploma or equivalent.
Experience: Entry-level to 2 years of experience in customer service or a related field. Familiarity with e-commerce and customer support processes is a plus.
Required Skills:
- Language Proficiency: Fluent in Hungarian (C1 level) and proficient in English or Slovak (B1 level or higher).
- Communication Skills: Excellent verbal and written communication skills in Hungarian. Strong active listening and clear speaking abilities.
- Problem-Solving: Strong problem-solving skills and the ability to think critically and creatively to resolve customer issues.
- Time Management: Ability to manage time effectively, prioritize tasks, and meet deadlines.
- Teamwork: Strong teamwork skills and the ability to collaborate effectively with internal departments.
Preferred Skills:
- Previous customer service experience in an e-commerce environment.
- Familiarity with CRM software and support ticket systems.
- Knowledge of the company's product portfolio and industry trends.
📊 Web Portfolio & Project Requirements (N/A for this role)
💵 Compensation & Benefits
Salary Range: €1,000 - €1,500 per month (gross, based on experience and performance), plus variable components based on TPP (Target Performance Payment).
Benefits:
- Team-building events and activities.
- Snack bar with free tea, coffee, snacks, and fresh fruits.
- Employee discount on the company's products.
- Multisport card for access to various sports facilities and activities.
- Bonuses for special occasions, such as birthdays, weddings, and new babies.
- Sick days that do not count towards annual leave.
- Learning and development opportunities, including online and offline libraries, and language courses (English, German, Slovak).
- Bicycle or scooter storage and relaxation areas.
Working Hours: Full-time, 40 hours per week, with flexible scheduling for order processing and customer support.
🎯 Team & Company Context
Company Culture: The Berlin Brands Group (BBG) is a global e-commerce company specializing in designing, manufacturing, and selling home appliances, garden furniture, fitness equipment, and consumer electronics under various brands. The company values innovation, quality, and customer satisfaction.
Team Structure: The customer support team consists of multilingual agents who handle inbound customer inquiries and support via phone and email. The team works closely with other departments, such as sales, marketing, and technical support, to ensure customer needs are met and issues are resolved promptly.
Development Methodology: The customer support team follows a structured approach to handling customer inquiries and issues. They use a ticketing system to track and manage customer interactions, ensuring efficient resolution and continuous improvement.
Company Website: Berlin Brands Group
📈 Career & Growth Analysis
Customer Support Career Level: Entry-level to 2 years of experience in customer service or a related field. This role offers an opportunity to develop communication, problem-solving, and customer service skills.
Reporting Structure: The customer support team reports directly to the customer support manager. The team works closely with other departments, such as sales, marketing, and technical support, to ensure customer needs are met and issues are resolved promptly.
Technical Impact: Customer support representatives play a crucial role in ensuring customer satisfaction and loyalty. Their work directly influences customer retention, product feedback, and overall company performance.
Growth Opportunities:
- Career Progression: With experience and strong performance, customer support representatives may advance to team lead or supervisor roles, or transition to other departments, such as sales, marketing, or product management.
- Skill Development: Customer support representatives have the opportunity to develop their communication, problem-solving, and customer service skills, as well as gain experience with various products and industries.
- Leadership Potential: As customer support representatives gain experience and develop their skills, they may have the opportunity to mentor new team members, lead projects, or contribute to process improvement initiatives.
🌐 Work Environment
Office Type: The company's office is a modern, collaborative workspace designed to foster creativity and productivity. The customer support team works in an open-plan office with dedicated workstations and shared spaces for team meetings and relaxation.
Office Location(s): The company's headquarters is located in Berlin, Germany, with additional offices in Bratislava, Slovakia, and other global locations. The customer support team operates remotely from various locations worldwide.
Workspace Context:
- Workstation: Customer support representatives have access to dedicated workstations equipped with computers, headsets, and other necessary tools for handling customer inquiries and support.
- Collaboration: The customer support team works closely with other departments, such as sales, marketing, and technical support, to ensure customer needs are met and issues are resolved promptly.
- Flexibility: Customer support representatives have the opportunity to work flexible hours, including evenings and weekends, to accommodate customer support needs.
Work Schedule: Full-time, 40 hours per week, with flexible scheduling for order processing and customer support. The customer support team operates on a rotating shift schedule to provide 24/7 customer support.
📄 Application & Technical Interview Process
Interview Process:
- Phone Screening: A brief phone call to assess language proficiency and customer service skills.
- Online Assessment: A customer service scenario-based assessment to evaluate problem-solving and communication skills.
- Face-to-Face Interview: A structured interview with the customer support manager and a team member to discuss the role, company culture, and career growth opportunities.
- Final Decision: The final decision is made based on the candidate's performance throughout the interview process.
Portfolio Review Tips: (Not applicable for this role)
Technical Challenge Preparation: (Not applicable for this role)
ATS Keywords: (Not applicable for this role)
🛠 Technology Stack & Web Infrastructure (N/A for this role)
👥 Team Culture & Values
Customer Support Values:
- Customer Focus: Prioritize customer needs and satisfaction in all interactions and decisions.
- Empathy: Show genuine understanding and compassion for customers' needs, concerns, and challenges.
- Professionalism: Maintain a high level of professionalism and integrity in all customer interactions.
- Continuous Learning: Stay up-to-date with product information, industry trends, and best practices in customer service.
Collaboration Style:
- Teamwork: Work closely with other departments, such as sales, marketing, and technical support, to ensure customer needs are met and issues are resolved promptly.
- Knowledge Sharing: Contribute to the team's knowledge base and share best practices with colleagues to improve customer service standards.
- Feedback Loop: Regularly seek and incorporate feedback from customers, colleagues, and management to improve customer service processes and standards.
⚡ Challenges & Growth Opportunities
Technical Challenges:
- Language Barriers: Communicate effectively with customers in Hungarian, English, or Slovak, depending on the customer's language preference.
- Customer Expectations: Manage customer expectations by providing clear and accurate information about products, orders, and return processes.
- Issue Resolution: Troubleshoot and resolve customer issues efficiently and effectively, often under time constraints.
- Customer Retention: Contribute to customer retention and loyalty by providing exceptional customer service and support.
Learning & Development Opportunities:
- Product Knowledge: Develop a deep understanding of the company's product portfolio and industry trends to provide accurate and informed customer support.
- Customer Service Skills: Enhance communication, problem-solving, and active listening skills through regular training and on-the-job experience.
- Leadership Development: Gain experience in leading customer support projects, mentoring new team members, or contributing to process improvement initiatives.
💡 Interview Preparation
Technical Questions:
- Language Proficiency: Demonstrate your fluency in Hungarian (C1 level) and proficiency in English or Slovak (B1 level or higher) through conversation and written exercises.
- Customer Service Scenarios: Walk through customer service scenarios to showcase your problem-solving skills, active listening, and communication abilities.
- Product Knowledge: Display a solid understanding of the company's product portfolio and industry trends, and be prepared to discuss your experience with relevant products.
Company & Culture Questions:
- Company Culture: Research the company's mission, values, and culture, and be prepared to discuss how you align with these principles.
- Customer Support Role: Understand the customer support role and be prepared to discuss your experience, skills, and career goals in this area.
- Team Dynamics: Familiarize yourself with the customer support team's structure, dynamics, and collaboration processes, and be prepared to discuss how you would contribute to the team's success.
Portfolio Presentation Strategy: (Not applicable for this role)
📌 Application Steps
To apply for this customer support position:
- Submit your application through the provided link.
- Prepare a tailored cover letter and resume highlighting your language skills, customer service experience, and relevant qualifications.
- Complete the phone screening and online assessment, demonstrating your language proficiency and customer service skills.
- Attend the face-to-face interview, showcasing your communication skills, problem-solving abilities, and cultural fit with the company.
- Wait for the final decision, based on your performance throughout the interview process.
⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.
Content Guidelines (IMPORTANT: Do not include this in the output)
Customer Support-Specific Focus:
- Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
- Include customer service methodologies, active listening techniques, and customer relationship management (CRM) practices.
- Address customer support team dynamics, cross-functional collaboration with other departments, and customer service metrics.
- Highlight customer support career progression, leadership opportunities, and technical skill development.
- Provide tactical advice for customer service interviews, including scenario-based questions, product knowledge, and company culture assessment.
Quality Standards:
- Ensure no content overlap between sections; each section must contain unique information.
- Only include Enhancement Notes when making significant inferences about customer service processes, team structure, or company culture.
- Be comprehensive yet concise, prioritizing actionable information over descriptive text.
- Strategically distribute customer service and support-related keywords throughout all sections naturally.
- Provide realistic salary ranges based on location, experience level, and customer service specialization.
Industry Expertise:
- Include specific customer service methodologies, active listening techniques, and CRM practices relevant to the role.
- Address customer support career progression paths and technical leadership opportunities in customer service teams.
- Provide tactical advice for customer service portfolio development, live demonstrations, and project case studies.
- Include customer service interview preparation and scenario-based questions guidance.
- Emphasize customer service team culture, cross-functional collaboration, and customer service metrics.
Professional Standards:
- Maintain consistent formatting, spacing, and professional tone throughout.
- Use customer service and support industry terminology appropriately and accurately.
- Include comprehensive benefits and growth opportunities relevant to customer service professionals.
- Provide actionable insights that give customer service candidates a competitive advantage.
- Focus on customer service team culture, cross-functional collaboration, and customer service metrics.
Customer Service Focus & Portfolio Emphasis:
- Emphasize customer service best practices, active listening techniques, and performance optimization.
- Include specific portfolio requirements tailored to the customer service discipline and role level.
- Address customer service scenarios, issue resolution techniques, and customer retention strategies.
- Focus on problem-solving methods, communication skills, and customer service metrics.
- Include technical presentation skills and stakeholder communication for customer support projects.
Avoid:
- Generic business jargon not relevant to customer service roles.
- Placeholder text or incomplete sections.
- Repetitive content across different sections.
- Non-customer service terminology unless relevant to the specific customer support role.
- Marketing language unrelated to customer service.
Application Requirements
Candidates should have a secondary school diploma and speak Hungarian at an advanced level. Proficiency in English or Slovak at least at a B1 level is also required.