[Hiring] German Customer Support for New Online Payment Platform @Mercier Consultancy Group

Role Description

Mercier Consultancy Group is proud to present an outstanding opportunity for fluent German speakers seeking the German Customer Support for a New Online Payment Platform position in Greece — a role that sits at the very heart of the rapidly expanding FinTech industry. In this dynamic and forward-thinking position, you will serve as the primary point of contact for German-speaking users of a cutting-edge online payment platform, delivering world-class support and helping customers navigate the exciting landscape of digital finance.

Key Responsibilities

• Provide prompt, professional, and empathetic customer support to German-speaking users of the online payment platform via phone, email, and live chat channels.
• Assist customers with account registration, verification processes, and onboarding to the digital payment platform, ensuring a smooth and positive first experience.
• Investigate and resolve queries related to transactions, payment failures, refunds, chargebacks, and account security in a timely and accurate manner.
• Educate users on the platform's FinTech features, tools, and security protocols, promoting safe and confident use of digital payment services.
• Identify, document, and escalate complex technical or financial issues to the appropriate internal teams while maintaining clear communication with the customer throughout the process.
• Ensure full compliance with relevant financial regulations, data protection policies, and internal FinTech industry guidelines when handling sensitive customer information.
• Collaborate with cross-functional teams including technical support, fraud prevention, and compliance departments to deliver comprehensive resolutions for customers.
• Maintain accurate and detailed records of all customer interactions within the CRM system, contributing to continuous service improvement and quality assurance efforts.

Qualifications

• Native or fluent German language skills, both spoken and written, are essential for this role — all customer interactions will be conducted in German.
• A valid EU passport or EU citizenship is mandatory for eligibility to this position.
• A strong interest in or previous experience within the FinTech, banking, digital payments, or financial services industry is highly advantageous.
• Previous experience in customer support, customer service, or a client-facing role is preferred, ideally within a technology-driven or financial environment.
• Excellent communication skills with a confident, professional, and solution-oriented approach to handling customer enquiries and complaints.
• Proficiency in English at a conversational or working level to communicate effectively with internal teams and access training materials.
• Strong attention to detail, the ability to multitask efficiently, and a genuine commitment to delivering an outstanding customer experience in a fast-paced FinTech environment.

Requirements

• Fluent or native German speaker.
• Valid EU passport or EU citizenship.

Benefits

• Competitive Monthly Salary reflective of your skills and experience in the FinTech customer support field.
• Fully Paid Training provided by industry experts to ensure you are fully equipped to excel in this German-speaking role.
• Comprehensive Health Insurance coverage for your peace of mind.
• Fully Paid Relocation Package including return flight, airport transfer, and hotel accommodation upon arrival in Greece.
• Monthly Performance Bonus rewarding your dedication and outstanding customer service results.
• 2 Extra Salaries Per Year in the form of a 13th and 14th salary.
• A vibrant, multicultural, and collaborative working environment within one of the fastest-growing sectors in Europe.
• Clear career progression pathways and ongoing professional development opportunities within the FinTech industry.