German-Speaking Customer Support Agent – Financial Services | Remote

The Challenge

We're looking for confident, customer-focused professionals to join a customer support team serving an international financial services company.

You'll assist customers with their credit card products and services, answer questions, resolve requests and help them navigate everyday financial services.

You'll handle customer interactions by phone and in writing, providing accurate information, resolving issues and ensuring a positive customer experience.

We welcome candidates with different levels of experience, from customer service professionals looking to develop their expertise to experienced agents with a strong background in contact center operations.



Location: 100% remote within Romania, following two weeks of mandatory onsite training in Iași.

Work schedule: Availability is required to work in shifts within the 08:00–21:00 Romania time service window.

The exact schedule will be defined according to operational requirements.

Contract: Full-time, permanent contract.

Details

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer inquiries, requests and complaints in a helpful and empathetic manner.
• Support customers with credit card products, account information, balances and available credit.
• Assist with card replacements, PIN-related requests and customer profile updates.
• Provide support for mobile payments, digital services and app-related inquiries.
• Handle questions related to invoices, loyalty programs, rewards and other card services.
• Process written customer requests related to the assigned services.
• Aim to resolve customer inquiries at first contact whenever possible, taking ownership of requests and ensuring appropriate follow-up.
• Identify relevant cross-sell, upsell and customer retention opportunities, recommending suitable products and services based on customer needs.
• Accurately document customer interactions, requests and actions in the relevant systems.
• Follow defined workflows, security procedures, data protection and compliance requirements.
• Collaborate with internal teams to resolve complex customer requests and escalate cases when necessary.
• Share customer feedback and contribute to continuous improvements in service quality and processes.

About You

Must have:

• German C2 spoken + C1 written proficiency - certified
• French and/or Italian: C1 proficiency.
• English: Minimum B2 proficiency.
• Minimum 2 years of relevant experience in customer support, contact center operations, or another customer-facing role, preferably involving direct phone interactions with customers.
• Strong communication and active listening skills, with a customer-focused approach.
• Good problem-solving abilities, attention to detail and computer literacy.
• A customer-focused and commercially aware mindset, with the ability to identify sales opportunities naturally and professionally.
• Ability to navigate multiple systems efficiently while maintaining high-quality customer conversations.
• Ability to handle customer inquiries and challenging conversations professionally and empathetically.
• Availability to work in shifts within the specified service window.

Nice to have:

• Experience in banking, fintech, payments or credit card services.
• Previous experience in a voice-based contact center.
• Experience handling complaints or sensitive customer situations.
• Familiarity with digital payment products, mobile applications or loyalty programs.
• Experience working with service quality standards and performance targets.