German Customer Support Agent
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 we've 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%.
As our client base in the DACH region continues to grow, we’re expanding our customer support team to ensure exceptional service and personalized assistance for our German-speaking B2B partners.
Your future responsibilities include:
- Handling user requests via email, chat, and phone,
- Efficiently managing after-sales customer inquiries,
- Providing balanced and solution-oriented problem solving,
- Coordinating deliveries, returns, and complaints,
- Collaborating closely with internal teams to ensure smooth operations,
- Managing common requests such as product claims, delivery questions, and spare parts inquiries.
Needed experience & skills:
- 2+ years in customer support, preferably in B2B,
- German — C1, English — B2+,
- Strong computer skills, including CRM, email management, communication tools, MS Office, data entry, and analysis,
- Detail-oriented, process-driven, and able to manage high volumes of information from multiple sources.
Key Competencies:
- Understanding and analyzing customer requests,
- Effective team communication and collaboration,
- Responsiveness and solution-focused approach,
- Proactive and able to act independently after onboarding,
- Critical thinking, flexibility, and pressure management,
- Active listening, empathy, and conflict resolution skills.
Work with EverHelp is about:
- 20+ vacation days and unlimited sick leaves,
- Ability to work fully remotely,
- A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
- Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.
Yana Tyshchenko
