FINN

Senior Customer Service Agent

FINN

full-time

Posted on:

Location Type: Remote

Location: Germany

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Salary

💰 €43,000 - €46,000 per year

Job Level

Senior

About the role

  • As a Senior Customer Service Agent, you are responsible for handling complex and escalated customer inquiries and ensuring an excellent customer experience across all service channels.
  • Using your experience, you analyze challenges in a structured way, identify sustainable solutions, and actively contribute to optimizing our customer service processes.
  • At the same time, you strengthen the team through targeted knowledge sharing, support the onboarding of new colleagues, and thus set the quality standard for our entire Customer Service area.

Requirements

  • You have at least three years of experience in customer service and are confident handling complex customer issues, escalations, and professional complaint management.
  • You demonstrate clear, empathetic, and solution-oriented communication and create a positive service experience even in demanding customer situations.
  • You work proactively, take responsibility, have a strong hands-on mentality, and drive topics forward independently.
  • You take a structured, data-driven approach and have experience working with customer service metrics (KPIs) to continuously improve service quality and processes.
  • You remain composed in dynamic and challenging situations, prioritize effectively, and find pragmatic, customer-focused solutions.
  • You have excellent German (C2) and good English skills (B2).
Benefits
  • This position is based in Munich, with the flexibility to work fully remotely or from a home office (within Germany). Working from another EU country for a limited time is possible by arrangement.
  • FINN offers significant growth potential. You'll have the opportunity to develop quickly and succeed in a highly motivated startup environment with challenging projects in cross-functional teams.
  • Want to improve your English or build new skills? At FINN you receive an annual training budget of €1,500 to invest in your professional development.
  • Want to drive your own FINN car? With your employee discount, no problem.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecomplaint managementcustomer service metricsKPI analysisdata-driven approachproblem-solvingprocess optimizationescalation handlingstructured analysisexperience in customer inquiries
Soft Skills
empathetic communicationsolution-oriented mindsetproactive responsibilityhands-on mentalityteam collaborationknowledge sharingcomposure under pressureeffective prioritizationcustomer-focused solutionspositive service experience