Tchibo Coffee SERVICE-TEAM GmbH

Senior Customer Service Representative – Focus: Remotefix

Tchibo Coffee SERVICE-TEAM GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Hamburg • Germany

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Job Level

Senior

Tech Stack

ERP

About the role

  • Receive and handle technical customer inquiries (phone, email, ticketing system)
  • Independently perform first-level diagnosis and troubleshooting via Remotefix (remote support)
  • Guide customers through technical issues or questions about product operation
  • Document all steps and actions in the CRM/ERP system
  • Work closely with scheduling/dispatch and field service (escalate complex cases)
  • Support quality assurance and the continuous improvement of service processes
  • Provide technical guidance and support to new colleagues

Requirements

  • Completed technical, IT-related or commercial vocational training (e.g., mechatronics technician, IT systems salesperson, electronics technician, office administrator, or similar)
  • Several years of experience in technical customer service, ideally with remote support
  • Strong technical understanding and diagnostic skills
  • Excellent communication skills and a solution-oriented mindset
  • Confident use of digital tools, ticketing systems and remote-access software
  • Team player with initiative and a strong sense of responsibility
  • Customer-focused approach, even in stressful situations
Benefits
  • A secure full-time position with the possibility of permanent employment after 2 years
  • A varied and engaging role in a friendly team with flat hierarchies
  • Employee discount on items in the Tchibo online shop
  • Contribution toward gym memberships
  • Participation in the Eurorad bike leasing program
  • Subsidy for public transportation
  • Monthly supply of coffee for home
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical customer servicediagnostic skillstroubleshootingremote supportquality assuranceservice processes improvement
Soft Skills
communication skillssolution-oriented mindsetteam playerinitiativeresponsibilitycustomer-focused approach
Certifications
technical vocational trainingIT-related vocational trainingcommercial vocational training