German Customer Service Representative

Role Overview

The German Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s German-speaking users. This role focuses on handling general inquiries, providing accurate information about trading products and account services, and ensuring a professional, prompt, and empathetic customer experience.

As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.

Key Responsibilities

• Live Chat Responsiveness
• Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
• Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.
• Customer Inquiry Resolution
• Accurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.
• Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; escalate only complex cases with full documentation.
• Quality & Customer Experience
• Achieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher through empathetic, clear, and professional communication.
• Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.
• Uphold Bitunix’s core support philosophy : fast, reliable, and human-driven assistance — no AI bots, real agents only.
• Operational Excellence
• Record all customer interactions, resolutions, and case details accurately in the internal CRM or support platform.
• Identify recurring issues, bugs, or user pain points and report them promptly to QA or the Team Lead for review.
• Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.
• Collaboration & Teamwork
• Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.
• Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.

Qualifications & Skills

Technical Skills :

Soft Skills :