Franke Group

Customer Service Representative – 1st-Level Support

Franke Group

full-time

Posted on:

Location Type: Hybrid

Location: Rheine • Germany

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About the role

  • Provide phone and written support to our trade partners and end customers on product-specific and technical inquiries
  • Perform initial analysis and resolution of issues using provided tools and knowledge bases
  • Escalate service requests to 2nd-level support for complex cases
  • Ensure fast, customer-focused solutions to improve customer satisfaction
  • Track all inquiries in the ticketing system and document all actions taken
  • Contribute to the creation of self-service resources and the continuous improvement of our knowledge base

Requirements

  • Completed vocational training in a commercial or technical field
  • Experience in customer service or support
  • Technical understanding of household appliances
  • Familiar with complaints and escalation management
  • Proficient in MS Office and experienced with CRM and ticketing systems
  • Customer- and solution-oriented approach
  • Enjoys working with people
  • Strong communication skills
  • Keeps calm under pressure
  • Excellent written and spoken German; good command of English or Dutch is a plus
Benefits
  • Flexible working hours in administration; single-shift system in manufacturing
  • Training and further education opportunities for employee development
  • High-quality, modern IT equipment and work facilities
  • 30 days of annual leave
  • Up to 50% remote work in the administrative area
  • Ergonomic workstations
  • Informal, friendly culture and a family-like atmosphere
  • Employer contributions to company pension plan (BAV) and capital-forming payments (VL)
  • Holiday and Christmas bonuses
  • Opportunity to contribute ideas and get involved
  • Fresh fruit basket daily
  • Company events
  • Flat hierarchies
  • EGYM Wellpass membership
  • Bike leasing
  • Office dogs
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical understanding of household appliancescomplaints managementescalation management
Soft Skills
customer-orientedsolution-orientedstrong communication skillscalm under pressureenjoys working with people
Certifications
vocational training in commercial fieldvocational training in technical field