Customer Service Associate — Digital Solutions
ALEX & GROSS GmbH
full-time
Posted on:
Location Type: Office
Location: Mannheim • Germany
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About the role
- Inquiry management: Handling questions about products, services, pricing, or online training topics
- Problem resolution & complaints: De-escalation of complaints, fault diagnosis, and initiating solutions
- Technical support: Assisting with application issues or navigation on digital platforms (first-level support)
- Documentation: Complete recording of all customer interactions in the CRM system
- Interface coordination: Escalating complex cases to specialized departments (second-level support)
- Revenue growth: Identifying upselling or cross-selling opportunities during service conversations
Requirements
- Empathy & emotional intelligence: Ability to understand customer needs and create a human connection in a digitalized environment.
- Affinity for digital solutions, software & IT products
- Experience in sales and customer service
- Strong communication skills & a pronounced customer focus
- Excellent German language skills (C1/C2) & strong English skills (C1)
Benefits
- Attractive fixed salary with bonus components
- Regular working hours: Monday–Friday from 8:00 to 17:00, no weekend or shift work
- Secure, long-term employment with stable income
- Strong team spirit: team events, incentives & monthly sales competitions
- Modern work environment: central office, lounge area, ergonomic workstations & free beverages
- Exclusive benefits: public transit subsidy, online shopping discounts & gym discounts
- Career changers welcome: intensive onboarding & personal mentoring – prior experience not required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
empathyemotional intelligencestrong communication skillscustomer focus