Customer Care Agent (German)

In this role, you will be the first point of contact for our B2B customers in Germany, handling calls related to malfunctions or issues with Dormakaba doors and coordinating service technician visits.

The position follows a rotating schedule between 08:00 and 22:00 (Sofia time), Monday to Saturday. Employees work 5 days per week, including at least 2 Saturdays per month. The position is hybrid, with 3 days in the office and the remaining days working remotely. Saturday shifts are worked from home.

What You Will Do

• Fluent German (C1) in both written and spoken communication.
• Good English (B2) in both written and spoken communication.
• Strong communication skills and customer-focused mindset.
• Service-oriented with solid problem-solving abilities.
• Ability to manage upset customers and apply de-escalation techniques.
• Proficiency in Microsoft Office Suite and experience working with CRM and ERP systems (e.g., SAP).
• Previous B2B customer service experience (phone/email) is an advantage.

What We Require

• Act as the first point of contact for B2B customers from Germany.
• Receive and assess service requests (80–90% relate to non-functioning doors), determine if the issue is hardware or software-related.
• Collect and verify customer details (address, door ID, contact information).
• Coordinate with field technicians: send service requests, share customer contact details, and relevant information about the issue.
• Enter accurate data into internal systems (Salesforce, SAP, Telia).
• Ensure smooth communication with internal teams to resolve customer issues efficiently.
• Handle inbound calls and requests exclusively from Germany.

What We Offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust.
• Attractive remuneration package.
• Hybrid working model (3 days per week in-office required).
• Home office allowance.
• 25 days paid annual leave.
• Additional health insurance.
• Employee Assistance Program (Mental Health, Legal & Financial Counselling).
• 102.26 EUR Food vouchers.
• Public transportation card.
• Optional parking space.
• Multisport card.
• Language training opportunity.
• Employee referral program.
• Brand new modern office premises in a class A business building.
• Fresh fruits in the office.
• Training and mentorship programs.
• Access to over 15,000 LinkedIn Learning courses to assist in your professional development.

Who we are We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!