Customer Support Agent

Who we are: Phoenix Engineering Group is the leader in the field of broadband technologies and Infrastructure, with a strong portfolio of projects in Germany, Greece and the Netherlands. We serve the diverse needs of telecom and infrastructure providers throughout Europe and provide all necessary services for the implementation of the projects.

Our culture: At Phoenix Engineering, we blend the strength of a robust group of companies with the vibrant spirit of a dynamic and youthful team, to build a culture that thrives on teamwork, mutual support and the pursuit of excellence. We celebrate each other's achievements, stand together during challenges, and are committed to helping every team member thrive and grow.

Your role: As a Customer Support Agent, you will be actively listening to customer concerns, resolving issues, and ensuring their overall satisfaction. You will turn negative experiences into positive ones, fostering customer loyalty and improving the company's reputation.

How you will contribute to our success:

• Handle client calls and subscribers of telecommunications providers to set up appointments and provide accurate, satisfactory answers to their queries and concerns in a timely manner;
• Answer incoming calls and respond to customer emails;
• Identify customers’ needs, clarify information, research every issue and provide solutions ;
• De-escalate situations resolving queries and complaints of dissatisfied customers, offering assistance and support;
• Identify and escalate priority issues and report them to high-level management;
• Follow up complicated customer calls where required;
• Collaborate with other call center professionals to improve customer service;
• Help train new employees and inform them about the company’s customer management policies;
• Record data accurately and enter appointments in the system;
• Process orders, forms, and applications;
• Meet daily qualitative and quantitative targets and meet objectives for service, productivity and quality.

To be a fit you will need:

• Very good command of the German language (current level B2-C1);
• Strong verbal and written communication skills along with active listening;
• Literacy in MS Office;
• Customer focus and adaptability to different personality types;
• Ability to multi-task, set priorities and manage time effectively;
• Professionalism and attention to detail;
• Advanced organizational skills.

What we offer:

• Competitive remuneration package;
• Catered lunch benefit;
• Private Health Insurance;
• Active participation in exciting and challenging projects that shape the infrastructure of the future;
• Opportunities to develop new skills and progress your career through theoretical and on the job training;
• Other corporate benefits.

Phoenix Engineering is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences and treat them with fairness and confidentiality. We do not discriminate based on age, sex, race, color, religion, national origin, disability or any other characteristic. If you are ready to unlock your potential, we will be happy to receive your CV!