Customer Service Agent (Bilingual German & English)

About the role

Join a leading legal technology platform as a Customer Service Agent, providing bilingual support in German and English. You will be the first point of contact for users seeking assistance with document creation, helping to make legal solutions accessible worldwide.

Key responsibilities

• Respond to customer inquiries via telephone, email, and live chat.
• Deliver high‑quality service and aim for first‑contact resolution.
• Manage multiple tickets and chat sessions while maintaining accurate spelling and grammar.
• Gather customer information to guide them to the appropriate documents or tools.
• Use internal support tools to track and resolve issues.
• Stay updated on website improvements and process changes.
• Meet KPIs related to contact volume and service quality.
• Collaborate with Legal, Marketing, Development, and escalation teams to represent the customer voice.

Required profile

• 3–5 years of experience in a contact‑center or customer‑service environment.
• Fluent in German and English, both written and spoken.
• Strong verbal and written communication with active listening.
• Excellent interpersonal, organizational, and multitasking abilities.
• Dependable attendance, punctuality, and accountability.
• Typing speed of at least 35 words per minute.

Required skills

• Proficiency with email applications and internal customer‑support tools.
• Working knowledge of Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, and browser printing functions.
• Ability to download and use Microsoft Authenticator on a mobile device.
• Efficient navigation of multiple computer systems.