English-Speaking Call Center Agent

About the Company

Telefónica Deutschland (O2) is one of the leading integrated telecommunications providers in Germany, offering mobile and fixed-line services for private and business customers. As part of the global Telefónica Group, we are committed to connecting people and businesses with innovative products and services, striving for excellent customer satisfaction and building a digital future. Join our dynamic team in Munich and contribute to our mission.

Job Description

We are seeking a highly motivated and customer-focused English-Speaking Call Center Agent to join our team in Munich. In this role, you will be the first point of contact for our international customers, providing exceptional support and resolving inquiries related to our products and services. You will handle inbound calls, emails, and potentially chat support, ensuring a positive customer experience with every interaction. This position is perfect for individuals with strong communication skills and a passion for helping others.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and potentially chat in a professional and efficient manner.
• Provide accurate information and solutions to customer questions regarding products, services, billing, and technical issues.
• Troubleshoot and resolve customer complaints, escalating complex issues to the appropriate department when necessary.
• Maintain detailed and accurate records of customer interactions and transactions.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Identify opportunities to up-sell or cross-sell relevant products and services when appropriate.
• Collaborate with team members and other departments to ensure seamless customer service.
• Continuously improve product knowledge and customer service skills through training and feedback.

Required Skills

• Fluent in English, both written and spoken (C1/C2 level).
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in basic computer applications and ability to learn new software quickly.
• Customer-centric mindset with a passion for helping people.
• Ability to work effectively in a fast-paced and dynamic environment.
• Empathy and patience when dealing with diverse customer needs.

Preferred Qualifications

• Previous experience in a call center, customer service, or hospitality role (6 months+).
• Familiarity with CRM software (e.g., Salesforce, Zendesk).
• Understanding of telecommunications products and services.
• Ability to multitask and manage time effectively.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness programs.
• Company pension scheme.
• Opportunities for career growth and professional development.
• Employee discounts on O2 products and services.
• Modern office environment with excellent public transport connections.
• Inclusive and diverse work culture.

Apply Now