Senior Customer Service Agent - Remote

Overview

The Senior Customer Service Agent is responsible for handling complex customer inquiries and ensuring an excellent customer experience across all service channels while contributing to the optimization of customer service processes.

In Short

• Handle complex and escalated customer issues.
• Ensure excellent customer experience across service channels.
• Analyze challenges and find sustainable solutions.
• Support team knowledge sharing and onboarding of new colleagues.
• Work closely with internal teams for customer-oriented solutions.
• Achieve strong results in customer service KPIs.
• Document insights for continuous improvement of processes.
• Provide structured feedback on service and support processes.
• Proactively manage customer inquiries via phone, email, and chat.
• Support junior colleagues with customer service expertise.

Requirements

• Minimum three years of experience in customer service.
• Experience with complex customer inquiries and complaint management.
• Clear, empathetic, and solution-oriented communication skills.
• Proactive and responsible work ethic.
• Structured and data-oriented approach to service quality improvement.
• Ability to prioritize effectively in dynamic situations.
• Fluent in German (C2) and good command of English (B2).

Benefits

• Flexibility to work fully remote or from home within Germany.
• Opportunity for professional development in a motivating startup environment.
• Annual training budget of €1,500 for skill improvement.
• Employee discount for a FINN car.