Customer Service Agent (German Speaking)

We're hiring a Bilingual German/English Customer Support Agent to support one of our high-growth global clients providing payment services to merchant app stores and their end-user customers.

In this role, you'll deliver outstanding service to both German and English-speaking customers, ensuring seamless experiences and resolving inquiries with precision and care. This is a fast-paced, high-impact position ideal for someone who loves problem-solving, thrives under pressure, and is passionate about delivering exceptional support.

• Support end-user customers via email, chat, phone, and service management platforms in both German and English
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

• 2+ years of customer-facing support experience (customer support, success, help desk, or technical support)
• Fluent in German and English (verbal and written)
• CEFR Level: B2 or higher in German
• CEFR Level: C1 or higher in English
• Able to communicate clearly, professionally, and empathetically with customers in both languages
• Experience with service management tools like Zendesk, Jira Service Management, or ServiceNow
• Familiarity with websites, web applications, and mobile apps; API knowledge is a plus
• Excellent problem-solving, critical thinking, and analytical skills
• Ability to work independently under pressure while maintaining professionalism
• Organized, detail-oriented, and capable of managing multiple priorities
• A true team player who collaborates well and contributes proactively

• Competitive compensation with medical aide stipend, transportation allowance/parking
• In-office collaboration with a smart, high-energy team
• Real career growth opportunities - this isn't a repetitive, dead-end support role
• Access to training, mentorship, and professional development
• Birthday leave + professional development budget
• We're constantly evolving our benefits based on team feedback
• Competitive full time compensation

• Collaborative office space and culture
• Medical allowance
• Exposure to a fast-growing global client
• Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
• Birthday leave + professional development budget
• Join a supportive, resourceful, and global team that values action, clarity, and empathy

The role is in-office, based at Wembley Square, Gardens. The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.