Customer Support Representative (German)

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

We’re currently expanding our team for one of our partners, and looking for a Customer Support Representative (German Desk, Middle level) to join our international customer care team.

If you enjoy helping customers, can dive deep into requests, and stay calm, empathetic, and professional — this role is for you!
 

Required experience and skills:

• 6+ months of experience as a Customer Support Representative;
• German — C1+ (both written and spoken, close to native);
• English — B2–C1;
• Excellent verbal and written communication skills;
• Strong empathy, emotional intelligence, and active listening skills;
• Ability to stay focused under pressure and handle multiple requests simultaneously;
• Attention to detail and ability to deeply analyze customer requests;
• Proficiency in MS Office, ticketing systems, and email management tools.

Your future responsibilities include:

• Resolving all inbound and outbound support requests according to internal guidelines;
• Providing customer support via e-mail, chat, and phone;
• Escalating tickets to mentors and team leaders when needed;
• Maintaining high-quality standards in every customer interaction;
• Giving feedback on processes and sharing ideas to improve customer satisfaction.

Performance expectations (first 6 months):

• Minimum 50 points per hour (PPH) per shift
  (1 e-mail = 1 point, 1 chat or call = 2 points);
• Strong focus on quality and detailed handling of customer requests.

Why EverHelp:

• Work in a dynamic international environment with interesting customer requests;
• Opportunity to collaborate with European markets and clients;
• 20 paid vacation days;
• 10 paid sick leaves (medical confirmation required);
• Wellness & Educational Bonus;
• No time tracker;
• Contract-based cooperation;
• Trial period — 3 months;
• Flexible shifts:
  • 08:00–16:30 CET (30-minute break)
  • 08:30–17:00 CET (30-minute break)

Career growth opportunities:

• Quality Control Agent;
• Customer Support Team Lead.

Recruitment process:

1. Intro call with a TA Specialist;
2. Test assignment (2 hours to complete);
3. Interview with Hiring Managers;
4. Final 30-minute interview with the client.
   
   Join EverHelp and become part of a team that turns customer service into an art!