Customer Support Representative (German)

📍 Job Overview

• Job Title: Customer Support Representative (German)
• Company: Boku Inc.
• Location: London, London, City of, United Kingdom
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-17
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Handle customer inquiries via phone, chat, and email, troubleshoot product issues, process refunds, manage disputes, maintain knowledge base, collaborate with teams, and ensure customer satisfaction.
• Key Skills: Bilingual (English and German), excellent communication, problem-solving, attention to detail, collaboration, adaptability, organizational skills, tech-savvy, regulatory awareness.

💻 Primary Responsibilities

• Frontline Support: Handle Level 1 customer inquiries via phone, chat, and email, providing clear and accurate resolutions. Troubleshoot basic product or service issues as the first course of action.
• Refunds & Disputes: Process and approve refund requests in accordance with company policy. Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures.
• Knowledge Base Maintenance: Update and improve internal and external support documentation, including FAQs and troubleshooting guides. Provide feedback to enhance self-service materials based on frequent customer questions and pain points.
• Collaboration & Escalations: Liaise with the Product Support teams to escalate complex issues. Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.
• Customer Satisfaction & Service Quality: Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support. Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.
• Administrative & Reporting: Maintain accurate records of customer interactions and transactions in our CRM. Contribute to team meetings and provide insights on recurring challenges and inquiries, helping to identify areas for improvement.

🎓 Skills & Qualifications

Education: Relevant education or training in customer service, business, or a related field.

Experience: Minimum 1 year experience in a customer-facing or call center environment.

Required Skills:

• Fluency in English (verbal and written)
• Fluency in German and must be able to work within Central European Standard Time (CEST) hours, Mon-Fri 9am-5pm CEST
• Excellent verbal and written communication skills
• Problem-solving and attention to detail
• Collaboration and adaptability
• Organizational skills
• Tech-savvy (skilled in using CRM software, e.g., Zendesk)
• Regulatory awareness (basic familiarity with industry regulations, e.g., GDPR, PSD2)

Preferred Skills:

• Background in payments, e-commerce, or related field
• Competency in using CRM systems; Zendesk experience is a plus
• Previous exposure to refunds, disputes, or basic troubleshooting processes
• Experience updating knowledge base documentation or contributing to process improvements

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this Role)

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per annum (Estimated based on market research for customer support roles in London)

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and development
• A dynamic, international work environment
• The chance to work for a global leader in mobile payments

Working Hours: Full-time, Monday to Friday, 9:00 AM to 5:00 PM CEST

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech - Boku is a global leader in local mobile-first payments solutions, processing over $10 billion in value annually for its customers.

Company Size: Medium to Large - Boku has over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE.

Founded: 2008 - Boku is headquartered in London and San Francisco, with employees in over 39 countries.

Team Structure:

• Customer Support Representatives (multiple teams)
• Product Support teams
• Customer Support Managers
• Global Customer Support Director

Development Methodology:

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

Company Website: https://www.boku.com/

📝 Enhancement Note: Boku's global presence and diverse team provide ample opportunities for career growth and exposure to international markets.

📈 Career & Growth Analysis

Customer Support Representative Level: This role is an entry-level to intermediate position within the customer support team. It offers a clear path for career progression, including opportunities to move into management, specialized support roles, or other areas of the business.

Reporting Structure: Customer Support Representatives report directly to Customer Support Managers, who are part of the Global Customer Support team.

Technical Impact: Customer Support Representatives play a crucial role in maintaining positive customer relationships, ensuring queries are addressed promptly, and contributing to a culture of continuous improvement.

Growth Opportunities:

• Progression to Senior Customer Support Representative or Team Lead roles
• Specialization in specific product areas or customer segments
• Transition to other departments, such as Product or Operations, based on individual skills and interests

📝 Enhancement Note: Boku's fast-paced environment and commitment to employee development provide ample opportunities for growth and career progression.

🌐 Work Environment

Office Type: On-site - Boku's London office is the primary location for this role, with a collaborative and dynamic work environment.

Office Location(s): London, United Kingdom

Workspace Context:

• Collaborative workspace with multiple monitors and testing devices available
• Cross-functional interaction with product, marketing, and other teams
• Knowledge sharing, technical mentoring, and continuous learning opportunities

Work Schedule:

• Full-time, Monday to Friday, 9:00 AM to 5:00 PM CEST
• Occasional flexibility for deployment windows, maintenance, and project deadlines

📝 Enhancement Note: Boku's flexible work arrangements and commitment to work-life balance contribute to a positive work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit
2. Technical assessment or role-play scenario to evaluate problem-solving skills and customer support capabilities
3. Final interview with the hiring manager to discuss career aspirations, team dynamics, and next steps

Portfolio Review Tips: (N/A - Not Applicable for this Role)

Technical Challenge Preparation:

1. Familiarize yourself with Boku's products and services
2. Brush up on your customer support skills and be prepared to discuss real-life scenarios
3. Research Boku's company culture and values to ensure a strong fit

ATS Keywords: (N/A - Not Applicable for this Role)

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this Role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach
• Empathy and active listening
• Problem-solving and attention to detail
• Collaboration and teamwork
• Continuous learning and improvement

Collaboration Style:

• Cross-functional integration between customer support, product, marketing, and other teams
• Code review culture and peer programming practices for internal tools and systems
• Knowledge sharing, technical mentoring, and continuous learning opportunities

📝 Enhancement Note: Boku's customer support team fosters a collaborative and supportive work environment, focusing on customer satisfaction and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing complex customer inquiries and disputes
• Troubleshooting and resolving technical issues independently or with minimal guidance
• Adapting to a fast-paced environment and shifting priorities

Learning & Development Opportunities:

• Enhancing customer support skills and knowledge of Boku's products and services
• Gaining experience in a global, multicultural environment
• Opportunities for career progression and specialization

📝 Enhancement Note: Boku's dynamic environment and commitment to employee development provide ample opportunities for growth and learning.

💡 Interview Preparation

Technical Questions:

1. Describe a challenging customer support scenario you've faced and how you handled it.
2. How do you approach troubleshooting and resolving technical issues with minimal guidance?
3. Can you walk us through your process for handling refunds and disputes, ensuring compliance with regulations and internal policies?

Company & Culture Questions:

1. Why are you interested in working for Boku, and what attracts you to our customer support team?
2. How do you see yourself contributing to Boku's mission and values?
3. How do you stay organized and manage your time effectively in a fast-paced, high-volume environment?

Portfolio Presentation Strategy: (N/A - Not Applicable for this Role)

📝 Enhancement Note: Prepare for behavioral and situational interview questions, focusing on your customer support skills, problem-solving abilities, and cultural fit with Boku.

📌 Application Steps

To apply for this Customer Support Representative (German) position:

1. Submit your application through the application link provided on the job listing.
2. Tailor your resume to highlight your customer support experience, communication skills, and relevant qualifications.
3. Prepare for phone or video screening and technical assessment by researching Boku's products, services, and company culture.
4. Practice common customer support scenarios and troubleshooting techniques to demonstrate your skills and problem-solving abilities.
5. Research Boku's company values and mission 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 Boku before making application decisions.