Fintech Customer Care | Bilingual German Speakers | WAH | CV Mandatory

In this role, you will act as the first point of contact for customers, helping them navigate the platform, troubleshoot issues, and get the most out of the product. You will handle customer inquiries across multiple channels while delivering an efficient and high-quality support experience in German and English.

Key Responsibilities

Deliver High-Quality Customer Support

• Respond to customer inquiries through Zendesk via email, phone, and other supported channels.
• Provide clear, accurate, and timely support in German and English.
• Ensure a consistent and professional customer experience across all interactions.

Own & Manage Customer Requests

• Take full ownership of customer requests from initial contact through resolution.
• Follow up proactively to ensure issues are fully resolved.
• Maintain accurate and detailed documentation of all customer interactions in Zendesk.

Troubleshoot & Resolve Issues

• Investigate and resolve common product and platform issues.
• Guide customers through workflows and product best practices.
• Identify complex issues requiring escalation and route them appropriately.

Collaborate with Internal Teams

• Escalate complex or technical cases to the L2 Technical Support team with clear context.
• Work closely with Product, Engineering, and other relevant teams when required.
• Ensure smooth handoffs and proper follow-up on escalated cases.

Support Continuous Improvement

• Contribute to internal documentation and knowledge-base content.
• Share recurring customer issues and feedback with the team.
• Support initiatives aimed at improving processes and overall support efficiency.

Requirements

• German proficiency: B2 level or above.
• English proficiency: B1 level or above.
• Strong written and verbal communication skills in German and English.
• 1–3 years of customer support experience.
• Experience within fintech, payments, or financial software.

Working Conditions

• Work Model: Work from Home (WAH)
• Working Hours: 10:00 AM – 7:00 PM Cairo time
• Shift: Fixed
• Days Off: Saturday & Sunday
• Serving Region: Europe

Career Framework Role:

Each program requires a foundational skill set and product-specific knowledge to perform routine tasks within clearly defined processes. The role operates under close supervision, with structured procedures, supporting continuous learning and performance development.

What We Offer:

• Competitive Salary
• Transportation Provided
• Medical & Social Insurance
• Fast track for promotions within 6 months
• Supportive, inclusive, and growth-focused work environment

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills.

Concentrix is an equal-opportunity employer and considers all qualified applicants based on role requirements and business needs.