[Hiring] Customer Service Agent @Emapta

Role Description

Clear guidance and responsive service make legal solutions more accessible to customers worldwide. The Customer Service Agent (Bilingual German and English) responds to inquiries across telephone, email, and live chat while resolving document-related concerns and representing the voice of the customer. This opportunity offers top 1% talent a long-term global career with Emapta, international exposure, professional development, and meaningful work within the legal technology industry.

• Respond to customer requests and inquiries through telephone, email, and live chat.
• Provide customers with a high-quality service experience.
• Achieve first-contact resolution when addressing customer questions and issues.
• Assist customers with professionalism, politeness, positivity, and courtesy.
• Manage multiple tickets and chat sessions promptly while maintaining accurate spelling and grammar.
• Gather customer information to understand their needs and direct them to the appropriate website documents or tools.
• Utilize internal customer support tools to manage and resolve inquiries.
• Stay informed about website improvements and process changes.
• Meet individual and team objectives for key performance indicators, including contact volume and service quality.
• Partner with the Legal, Marketing, and Development teams to represent the voice of the customer.
• Collaborate with the escalation team to resolve higher-level inquiries.

Qualifications

• 3 to 5 years of experience in a contact center or customer service role.
• Fluency in German and English, both written and spoken, is essential.
• Effective verbal and written communication skills, with an emphasis on active listening.
• Strong interpersonal, organizational, and multitasking skills.
• Dependable attendance, punctuality, and accountability.
• Accurate and efficient typing skills, with a minimum speed of 35 words per minute.
• Ability to navigate multiple computer systems efficiently.
• Proficiency in email applications and internal customer support tools.
• Working knowledge of Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, and browser printing functions.
• Ability to download and use Microsoft Authenticator on a smartphone or tablet.
• Ability to resolve standard document-related issues while meeting contact metrics and supporting team goals.
• Willingness to follow policies, accept direction, and complete assigned tasks.
• Availability to cover for team members on vacation and work rotating statutory holidays.
• Calm and positive approach to customer interactions.
• Access to a private, safe, and distraction-free workspace with sufficient room for computer equipment.
• Access to reliable high-speed internet.

Benefits

• Private Medical Insurance.
• Access to Sportmaster.
• Career growth opportunities.
• Global career exposure.
• Diverse and supportive work environment.
• Unlimited upskilling through Emapta Academy courses.

Company Description

At Emapta, we don't just offer jobs—we build long-term global careers for the top 1% of talent. As we expand into North Macedonia, we are committed to creating opportunities that go beyond employment: where you are valued, supported, and empowered to grow alongside some of the world's leading businesses.

• Over 1,200 clients globally.
• A team of 12,000+ professionals across over 30 offices worldwide.