German Customer Support Representative

Who we are 

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines, and Germany, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies. 

What the role is about  

Helpware is looking for a German Customer Support Representative for our US-based client to join our team in Kyiv. As a CSR, you will be responsible for managing inquiries, reviewing and approving all the requests for labeling and trademark use, and advising companies on compliance with standards, policies, and requirements of our client’s programs, including traceability, trademarks/labeling, and chain of custody. 

Our client’s background 

Our client is an international non-for-profit organization bringing together the interests of diverse allies to produce sustainable and harmonious goods and services. Operating in over 60 countries, the company helps businesses to deliver a significant impact by responsibly sourcing commodities and adapting their business model to sustainability. By joining our client you are helping to create a better future for people and nature. 

The main responsibilities that await you 

• You will be responding to any queries and providing detailed information in German and English languages on the fulfillment of certification, traceability, and labeling requirements to our client’s customers via emails 
• You will be managing requests for the use of labeling and trademark for certified products and promotional materials 
• You will be actively working with different departments of our client, including Technology, Standards & Assurance, Markets, and Marketing, to deliver the best possible experience to companies 
• You will be providing all the required inputs and feedback to our client on companies’ success processes  in order to ensure continuous improvement for long-term growth 
• You will be managing the escalation process (an integral part of the trademark approval process where policy exceptions need to be flagged and handled using an escalation route). 
• You will be dealing with other interesting assignments and projects assigned by your manager 

Who we are looking for 

• You are able to quickly adapt and implement the best practices to provide exceptional support 
• You can easily optimize customer experiences through Customer Success Processes 
• You have the passion to convey and grow the meaningful mission of the organization, as well as meet the goals of the team 
• You have B2 knowledge of English and German to effectively support our client’s business partners as well as the global supply chain 
• You have relationship-building and customer-orientation skills to deliver high customer satisfaction 

We Offer:

• Competitive compensation linked to USD rate;
• Medical insurance after the trial period
   
• English classes;
• Schedule: Monday - Friday - 9:30 AM - 6:30 PM Kyiv time;
• Corporate training and parties