Customer Care Specialist - Non-Voice

Role Overview

You will join a fast-growing customer operations team focused on delivering helpful, timely support through live chat. The position centers on handling customer questions, resolving account and billing issues, and guiding users through switching-related processes while keeping service quality and response-time targets on track.

The team values collaboration, continuous learning, and a proactive mindset. You’ll work with internal support specialists to resolve more complex cases and build a stronger understanding of the products and the wider industry.

Key Responsibilities

• Act as the first point of contact for customers reaching out via live chat.
• Reply promptly and courteously while keeping resolution quality and SLA targets in mind.
• Support customers with general questions, switching processes, invoice concerns, and meter-reading issues.
• Escalate and coordinate with 2nd-level support to solve more complicated cases in a practical and sustainable way.
• Develop working knowledge of the relevant industry, products, and customer workflows.

What We’re Looking For

• Prior customer service experience, preferably in live chat support.
• Experience using Intercom.
• Ability to manage several chat conversations at the same time while staying efficient and organized.
• A structured, proactive, and solution-focused approach, especially in busy situations.
• Strong communication skills and the ability to explain complex topics in a simple, customer-friendly manner.
• For English-language support: C1-level English proficiency.
• For German-language support: C1-level German and English proficiency.
• Exposure to the industry is helpful but not mandatory.

Benefits and Compensation

• Competitive pay package with an additional language premium.
• Mental health support, HMO medical coverage, and generous leave benefits.
• Annual learning and development budget plus access to the 360 Learning platform.
• Opportunity to grow in a rapidly expanding global BPO environment with international collaboration.
• A workplace that supports work-life balance and personal well-being.

Location and Work Setup

This is a work-from-home role. You will still need to go to the BGC office once to collect your equipment.

Contract Details

The assignment is a 6-month project role, with the possibility of being extended.

Application Notes

Applicants are asked to share their salary expectations and preferred start date when submitting an application.

Equal Opportunity Statement

The employer follows an equal-opportunity hiring approach and provides reasonable accommodations for candidates with disabilities during the application process, up to the point of undue hardship. Accommodation contact emails are provided for Europe, APAC, the United States, and Canada.