Job Description
Job Title: German Speaking Call Centre Agent – Appointment Service & Software Support
Location: Remote
Industry: SaaS / Healthcare Technology / Customer Support
About the Role:
Our client, a leading provider of appointment management and software support solutions, is seeking a German-speaking Call Centre Agent to join their dynamic team. The successful candidate will play a key role in assisting clients with appointment bookings and providing software support for their in-house appointment booking system (SaaS).
This is a client-facing role that requires strong communication skills, attention to detail, and the ability to provide professional, efficient, and friendly service in both German and English.
Key Responsibilities:
• Assist clients telephonically in a professional and efficient manner (inbound and outbound).
• Manage appointment bookings accurately in accordance with company policies and prescription guidelines.
• Promptly reschedule appointments as needed due to illness or leave.
• Consult with new clients via telephone or online meetings, providing an introduction to the system and its usability.
• Support existing clients with troubleshooting, settings, and general software-related assistance.
• Liaise with technical teams where required to ensure swift issue resolution.
• Handle more complex client requests to ensure system functionality and efficiency.
• Transfer corporate clients to Key Account Managers when applicable.
• Monitor and action incoming emails and MS Teams messages to maintain effective team communication.
• Assist technical departments with testing, system settings, and administrative tasks.
• Maintain daily appointment optimization and manage the waitlist.
• Follow up on open client cases regularly and ensure client satisfaction.
• Attend regular virtual staff meetings.
Software & Tools:
• In-house Appointment Booking Software (SaaS)
• Virtual Telephone System
• Microsoft Office 365 (Teams, Outlook, Word & Excel)
• ZenDesk (SaaS)
• Asana (SaaS)
• Various internal SaaS platforms
Requirements:
• Fluent in German and English (both written and verbal).
• Minimum of 2 years’ experience in a Call Centre, Customer Support, or Software Support environment.
• Strong communication and problem-solving skills.
• Excellent attention to detail and organizational ability.
• Ability to multitask and work efficiently in a fast-paced environment.
• Tech-savvy with experience using multiple online and SaaS systems.
• A proactive, service-driven, and solutions-oriented approach.
Benefits:
• Be part of a supportive, international, and technology-driven team.
• Opportunity to grow within a fast-paced SaaS environment.
• Exposure to global clients in a dynamic, customer-focused setting.