Bilingual German TSR

About the role

Xerosoft Inc. is seeking a Bilingual German Technical Support Representative (TSR) to join our dynamic customer service team. This is a full-time position based in Taytay, Rizal, where you will provide exceptional technical support to our German-speaking customers whilst maintaining the highest standards of service quality. As a Bilingual German TSR, you will be the voice of our company, resolving customer issues efficiently and professionally whilst building lasting relationships with clients across Germany and German-speaking regions.

Key responsibilities

• Handle incoming customer inquiries via telephone, email, and chat in both German and English with professionalism and courtesy
• Diagnose and resolve technical issues reported by customers, providing clear step-by-step guidance and solutions
• Document all customer interactions accurately in the support ticketing system, ensuring complete records for follow-up and quality assurance
• Escalate complex technical issues to senior technical teams when necessary, providing comprehensive information to facilitate swift resolution
• Maintain comprehensive knowledge of Xerosoft Inc. products, services, and troubleshooting procedures to provide accurate support
• Follow established protocols and standard operating procedures whilst maintaining flexibility to adapt to customer needs
• Contribute to reducing customer wait times and improving first-contact resolution rates
• Participate in ongoing training and development programmes to enhance technical knowledge and customer service skills
• Provide feedback to product and development teams regarding common customer issues and improvement opportunities
• Achieve or exceed customer satisfaction targets and key performance indicators set by management

What we're looking for

• Fluent in both German and English, with excellent verbal and written communication skills in both languages
• Proven experience in a customer service or technical support role, preferably in a call centre environment
• Strong technical aptitude with the ability to understand and explain complex technical concepts to non-technical users
• Excellent problem-solving skills and the ability to remain calm under pressure when handling difficult customer situations
• Proficiency in using computer systems, ticketing software, and customer relationship management (CRM) tools
• Ability to multitask effectively whilst maintaining attention to detail and accuracy
• Strong interpersonal skills with a genuine commitment to delivering outstanding customer service
• Reliability and punctuality with the ability to work flexible shifts as required
• Customer service certification or equivalent training (preferred but not essential)
• Previous experience supporting software or technology products is desirable

What we offer

• Competitive salary package commensurate with experience and qualifications
• Comprehensive training programme to develop technical and customer service expertise
• Opportunities for career progression within the customer service and technical support departments
• Health and wellness benefits to support your overall wellbeing
• A collaborative and supportive team environment where your contributions are valued
• Professional development opportunities and skills enhancement training
• Performance-based incentives and recognition programmes
• Flexible working arrangements where possible to maintain work-life balance

About us

Xerosoft Inc. is a leading technology solutions company committed to delivering innovative products and exceptional customer experiences. We pride ourselves on maintaining the highest standards of customer service and technical support across global markets. Our diverse and talented team is dedicated to solving customer challenges and driving business success. We foster a culture of continuous improvement, teamwork, and professional development where employees are encouraged to grow and contribute their best work.

Apply now

If you meet the above requirements and are excited about delivering excellent customer support in a bilingual environment, we would like to hear from you. Please submit your CV and a cover letter highlighting your relevant experience and language proficiencies to our recruitment team. Join Xerosoft Inc. and become part of a team that truly values customer satisfaction and professional excellence.