Job Title: Customer Support Representative (Voice) - German expertise(B2 or C1)

Job Location: Q City, Hyderabad

Job Type: Full Time – Permanent

Experience: 2-5 years of international Customer Support Representative with German expertise.

Mode of Work: 5 days a week – Work from Office (Rotational Week off - not saturday/ sunday fixed off)

Shift: Rotational Night Shifts - should be open for Night shift (Two-way cab facility available)

Notice Period: Immediate Joiners Preferred

Job Description:

- Qualification : Graduate /Postgraduate
- Minimum 2-5 years of international Customer Support Representative with German expertise.
- 5 days working and 2 days off.
- Should be ok with night shift and rotational off.
- Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
- Excellent communication skills.
- Work Location :Q City, Hyderabad
- 2-way cab facility will be provided.
- Immediate Notice preferred .

Roles & Responsibilities:

Customer Support & Issue Resolution

- Handle customer inquiries via calls, emails, and/or chat, depending on assigned LOB and market.
- Resolve issues related to orders, returns, repairs, exchanges, product troubleshooting, and account concerns.
- Provide first‑contact resolution whenever possible and escalate complex cases per defined procedures.
- Apply soft skills to de‑escalate difficult interactions and turn negative experiences into positive outcomes.

Documentation & Systems Use

- Accurately document all customer interactions in client‑approved systems.
- Create and update cases, orders,



and service tickets following client guidelines.
- Ensure correctness of data to support downstream teams (logistics, repairs, QA, analytics).

Process & Policy Adherence

- Follow client ‑approved process flows, scripts, and escalation paths, with flexibility when customer experience requires it.
- Comply with Quality Information Security Management System (QISMS) and PCI‑DSS standards to protect customer and company data.

Performance & Quality

- Meet defined KPIs such as handle time, documentation accuracy, quality scores, adherence, and customer satisfaction.
- Act on coaching feedback and participate in upskilling or cross‑training as required.
- Maintain schedule adherence and proper use of AUX codes.

Collaboration & Team Contribution

- Work closely with team leaders, SMEs, QA, WFM, and support teams.
- Participate in huddles, updates, and program communications.
- Support ramp‑ups, stabilization periods, and volume spikes when needed.

Required Skills & Competencies

- Solid verbal and written communication skills
- Customer‑first mindset with problem‑solving ability
- Attention to detail and accurate documentation
- Ability to navigate multiple systems simultaneously
- Willingness to follow structured processes while applying judgment

Note: Must have German Language expert certification with either B2 or C1.

Interested candidates, Kindly share your updated CV at [email protected]

Pay: From ₹400,000.00 per year

Work Location: In person

📌 Customer Support Representative (Voice) - German expertiseor (India)
🏢 Joan Technologies
📍 India