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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities by effectively managing inbound inquiries across voice, chat, and email, ensuring timely and high-quality responses. Possesses excellent communication skills in both German and English, with a focus on structured problem-solving and ownership in delivering customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceFluent German (C2)Empathetic CommunicationStructured Problem SolvingAvailability for Rotating Shifts
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Empathetic CommunicationOwnershipReliabilityStructured Problem Solving
Industry Keywords
Inbound SupportCustomer ExperienceCase ManagementTechnical Support CollaborationDocumentation Improvement
About the role
Key responsibilities & impact- Own inbound support and drive great resolutions as a Working Student in Customer Support.
- Be responsible for delivering a consistently excellent customer experience across our inbound channels: voice, chat, and email.
- Ensure customers get fast, helpful answers, and keep cases moving from first contact to resolution.
- Collaborate closely with Technical Support and other internal teams to ensure problems are solved thoroughly and communication stays clear.
- Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses during your shift.
- Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure — or a clean, well-documented handover at the end of your shift.
- Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input.
- Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution.
- Handle escalations calmly and effectively, balancing urgency with quality and customer trust — especially in the evening and weekend hours when you're the face of voize.
- Create and improve documentation (FAQs, macros, internal playbooks, handovers) so the team can resolve faster and more consistently.
- Spot patterns in inbound volume and recurring topics, and share insights that help reduce contacts over time (process improvements, better guidance, product feedback).
Requirements
What you’ll need- Currently enrolled as a student (Bachelor's/Master's) — active enrollment is required for a Werkstudent contract; your field of study matters less than your mindset.
- First customer-facing experience: through working student jobs, internships, hospitality, retail, volunteering, or similar. You know what it feels like to help someone under time pressure.
- Excellent, empathetic communication: you can explain solutions clearly, even in stressful situations, and you know how to set expectations without losing warmth or trust.
- Structured problem solving: you can break down unclear issues, ask the right questions, and move things forward without getting stuck.
- Comfort with technical topics (high level): you can work with concepts like apps, devices, logins, and permissions without needing to be an admin or engineer.
- Reliable availability for a rotating shift schedule with evening and weekend coverage — this is essential for the role.
- Ownership and reliability: you follow through, keep stakeholders informed, and care about quality.
- Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration.
Benefits
Comp & perks- Flexible working hours because you know when you work best!
- reimbursement of the “Deutschlandticket”
- 25 days of vacation – and your birthday off