German-speaking Customer Care Specialist (Remote - Croatia)

Role Summary

Our customer is one of Germany's leading Internet providers and builds and operates a fiber optic network in rural and suburban areas of Germany. We are looking for Customer Care Specialists to join a specialized team in the area of customer loyalty and contract management.

The team works in two core areas: processing cancellations and revocations and retaining customers through an advisory, needs-oriented approach. You are the voice that keeps customers connected — literally and figuratively.

Responsibilities

• Answering inbound calls from existing customers with the aim of understanding their needs and retaining them through genuine, consultative conversations
• Processing cancellations, revocations and general customer concerns — including invoice inquiries, tariff adjustments and master data changes
• Supporting a selected customer base and processing inquiries by telephone and in writing — the role is predominantly telephone (~85%), with some written ticket processing (~15%)
• Work with multiple tools and platforms to efficiently resolve customer concerns and carefully document interactions
• Adhere to quality guidelines and contribute to team goals in the areas of customer satisfaction, conversion and service availability

Requirements

• German language skills at C1/C2 level - both written and oral. A pleasant voice and a clear, advisory communication style are essential
• Professional experience in customer service, ideally in a role focused on customer retention, upselling or consultative sales
• Strong communication skills - you listen actively, express yourself clearly and respond empathetically to your counterpart
• Confident use of several software tools at the same time - switching between different platforms every day is part of everyday life
• A reliable, independent way of working - whether in the home office or in the office
• Willingness to work shifts from 8:00 a.m. to 8:00 p.m

Willingness to participate in a structured, 14-day paid training course initially, consisting of a combination of face-to-face training in the office (Zagreb) and remote training.

• Advantageous
• Experience with Salesforce
• Knowledge of the telecommunications or fiber optic industry
• Experience with customer retention or win-back campaigns
• Basic knowledge of common MS Office applications
• This is what you can expect
• An employer who cares about your work experience and well-being
• Stable and competitive income
• Possibility to work from home from anywhere in Croatia
• Additional vacation days depending on length of service
• Career and development opportunities
• MultiSport membership
• A great, open team that lives transparency, trust and collaboration
• Sounds good?
• We look forward to getting to know you!