German Speaking Customer Support Specialist

German Speaking Customer Support Specialist | Sportswear Brand | Sofia Job Description We are recruiting German-speaking Customer Support Specialists for an on-site project in Sofia, Bulgaria , supporting a globally renowned, trendsetting sportswear and athletic apparel brand in partnership with a leading international customer experience provider. In this role, you will deliver premium omnichannel support to German-speaking athletes, fitness enthusiasts, and lifestyle shoppers across Germany, Austria, and Switzerland. You will assist customers with pre- and post-purchase inquiries, order logistics, and product recommendations, ensuring every interaction reflects the brand's energetic and customer-first ethos. Your Role Handle inbound customer inquiries in German across digital channels, including voice, email, and live chat. Provide consultative assistance on sizing, product specifications, material technologies, warranties, and availability. Manage order life cycles, including order tracking, delivery updates, modifications, returns, exchanges, and refunds. Troubleshoot customer account, payment, and promo code queries efficiently and courteously. Log all interactions, customer details, and case resolutions accurately within CRM and order management systems. Uphold defined service level agreements (SLAs), first-contact resolution rates, and brand communication standards. Collaborate with peers and team leadership to drive continuous service improvements and operational efficiency. Your Qualifications Native or near-native fluency in German (C1/C2 level), both written and spoken. Good working proficiency in English for systems navigation, training modules, and internal communication. Strong verbal communication, active listening, and empathetic problem-solving abilities. Customer-centric mindset with composure and professionalism in a fast-paced environment. Comfort navigating multiple browser tabs, order management systems, and communication platforms simultaneously. Prior experience in customer service, retail, contact centers, or e-commerce is an advantage, but motivated candidates with a passion for sportswear are encouraged to apply. Based in Sofia or eligible to relocate to Bulgaria. The Offer Work Location & Schedule: Full-time, 100% on-site position at modern offices in Sofia, Bulgaria, working standard weekday shifts (Monday to Friday, typically 10:00 to 19:00, weekends off). Compensation & Bonuses: Competitive monthly base salary package supplemented by monthly performance-based bonuses (available after the third month of employment). Perks & Allowances: Monthly food vouchers, monthly transportation allowance, and co-financed corporate sports/gym card. Health & Wellness: Comprehensive private health insurance plan with an included dental package. Relocation Package: Comprehensive relocation support for eligible candidates moving to Bulgaria, including: Full reimbursement of verified travel expenses (flights, bus, train, or fuel) paid with your first salary. Dedicated hotel accommodation provided by the company (up to 5 days prior to start date and up to 30 days after arrival). A substantial relocation bonus paid with your first salary following hotel check-out. Training & Culture: Structured, fully paid initial training program, ongoing coaching, and a dynamic, multicultural team environment with direct support throughout the onboarding journey.