Position: Customer Support Representative

Location: Budapest, Hungary

Work model: hybrid, after initial 6 weeks of office training

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Manage customer queries efficiently across multiple channels, including inbound/outbound phone calls and emails, within agreed SLAs and KPIs
• Respond professionally and promptly to all customer communications, including urgent issues
• Develop a strong understanding of client products and solutions to offer accurate recommendations and effective workarounds
• Schedule and manage repair appointments for customer products
• Serve as the primary point of contact to resolve support requests and customer complaints
• Assist clients in troubleshooting and resolving issues with purchased products
• Compose clear, accurate, and tailored responses to customer emails
• Conduct research and problem-solving using available resources, escalating complex issues when necessary
• Proactively work toward achieving individual targets and team goals
• Promote additional products and services based on customer needs and campaign directives
• Follow call scripts, knowledge tools, and procedures to ensure consistency and quality in customer interactions
• Attend regular training sessions to stay updated on programs and process changes
• Maintain punctuality and adhere to scheduled shifts.

REQUIREMENTS:

• Native / fluent in German both verbal and written. Good command in English (minimum B2 level)
• Preferably holds a college degree or has relevant work experience in a related field
• Previous experience in customer service roles or similar environments
• Computer literate with the ability to quickly learn and adapt to new software systems
• Excellent listening and communication skills, both written and verbal, in supported languages
• Strong organizational skills with the ability to plan, prioritize, and manage time effectively
• Demonstrated patience, empathy, and resilience in stressful situations
• Ability to remain calm, clear-headed, and confident when handling difficult calls or critical situations
• Basic technical aptitude and eagerness to learn new technologies
• Capability to work independently with minimal supervision
• Experience or familiarity with ticketing systems and customer satisfaction measurement is advantageous.

OFFER:

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Opportunities for professional growth and career development within a global technology leader
• Meal allowance
• Relocation support
• A collaborative and supportive team environment
• Generous paid time off and holiday schedule
• Employee discounts
• And many others!!!