German Customer Service Representative

vor 1 Woche

Hamburg, Deutschland Bitunix Vollzeit

Role OverviewThe German Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s German-speaking users. This role focuses on handling general inquiries, providing accurate information about trading products and account services, and ensuring a professional, prompt, and empathetic customer experience.As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.Key Responsibilities*Live Chat ResponsivenessRespond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction. *Customer Inquiry ResolutionAccurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; escalate only complex cases with full documentation.*Quality & Customer ExperienceAchieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher through empathetic, clear, and professional communication.Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.Uphold Bitunix’s core support philosophy: fast, reliable, and human-driven assistance — no AI bots, real agents only. *Operational ExcellenceRecord all customer interactions, resolutions, and case details accurately in the internal CRM or support platform.Identify recurring issues, bugs, or user pain points and report them promptly to QA or the Team Lead for review.Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.*Collaboration & TeamworkCoordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.Qualifications & SkillsLanguage Proficiency: Native or fluent in German (C1/C2) and English (B2+), both written and verbal.Experience: Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries. Technical Skills:Knowledge of cryptocurrency trading basics (Spot & Futures).Understanding of customer service CRMs and live chat systems.Strong attention to detail and ability to multitask effectively. Soft Skills:Excellent communication and problem-solving abilities.Strong emotional intelligence and empathy in user interactions.Dependable, punctual, and proactive team player.

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