Customer Operations Representative, German- speaking

The role

This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general to the most localised, including advising on the best way to use our products and services. Providing an excellent level of customer service is very important to our team and will be a key part of the role.

The role is expected to combine customer & stakeholder management as well as query handling, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech. 

Location

We would expect the person to work in a hybrid way, coming in to office 3 days a week (Monday, Wednesday and Thursday) 

Working hours

Monday - Friday 10.00am - 7.00pm

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

What excites you 

• Support German and English speaking customers through various channels e.g. email, phone and online meetings, ensuring the delivery of a first-class customer experience
• Advise merchants on best practices with the GoCardless product 
• Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
• Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues, via internal chats and escalations
• Review and create GoCardless Partner accounts for businesses
• Take part in resolving incidents and sending larger comms to impacted customers, where relevant
• Supporting the company in delivering projects, both internal and external to the Customer Support team.
• Document procedures and learnings to keep building internal knowledge to optimise scalable operations

What excites us  

• You are verbally fluent in English and German and can communicate clearly in writing in order to support customers via email or over the phone. 
• You have some previous experience working in a Customer Support role
• You care deeply about providing customers with a great experience whilst keeping calm under pressure
• You take pride in having strong attention to detail and always see tasks through to completion 
• You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
• Ideally you have some understanding of anti-money laundering and counter-terrorist financing
• Prior experience using tools like Zendesk or Looker is preferred, but not essential

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

Salary range - the expected base salary range for this position is between EUR 1,300 - 1,700 (gross) per month

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.