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Full-Time Virtual Customer Care Professional, SYKES – Immediate Start
About Company
Foundever (formerly SYKES and Sitel Group) is a global leader in customer experience (CX) management. With a presence in over 45 countries and a team of more than 170,000 associates worldwide, we partner with the world's best-known brands to deliver exceptional customer service and innovative solutions. Our mission is to transform customer experiences through a combination of human expertise and cutting-edge technology, ensuring every interaction is meaningful and impactful. At Foundever, we believe in fostering a diverse, inclusive, and supportive work environment where every employee can thrive, grow, and make a real difference. We are committed to empowering our teams with the tools and training they need to succeed, while also promoting a culture of continuous learning and career development. Join our dynamic team and be part of a company that is shaping the future of customer experience.
Job Description
Are you passionate about helping people and looking for an opportunity to kickstart your career from the comfort of your home? Foundever (formerly SYKES) is actively seeking enthusiastic and dedicated Full-Time Virtual Customer Care Professionals to join our growing team in Germany for an immediate start. This is an incredible opportunity for individuals who thrive in a fast-paced, customer-centric environment and possess a natural ability to connect with others.
As a Virtual Customer Care Professional, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries across various channels, including phone, email, and chat. You will play a crucial role in representing our clients' brands, ensuring every customer interaction is positive, efficient, and leaves a lasting impression. We are looking for empathetic communicators who can listen attentively, troubleshoot effectively, and offer tailored solutions with professionalism and a friendly demeanor.
This fully remote position offers the flexibility of working from your home office anywhere within Germany, provided you have a stable internet connection and a quiet workspace. We provide comprehensive training to equip you with all the knowledge and skills needed to excel in this role, regardless of your prior experience in virtual customer service. If you are a self-starter, highly organized, and committed to delivering outstanding customer service, we invite you to apply and become a vital part of our global team. Your journey with a world-leading CX provider starts now!
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Diagnose and resolve customer issues efficiently and accurately, providing clear and concise solutions.
- Maintain accurate and detailed records of customer interactions and transactions in our CRM system.
- Escalate complex issues to senior support teams when necessary, ensuring a seamless customer experience.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Continuously learn about product updates, services, and company policies to provide up-to-date information.
- Achieve and maintain key performance indicators (KPIs) such as customer satisfaction, average handling time, and resolution rates.
- Actively contribute to a positive team environment, sharing knowledge and best practices.
Required Skills
- Excellent verbal and written communication skills in German and English (C1/C2 level for both).
- Strong active listening and empathetic problem-solving abilities.
- Proven ability to navigate multiple systems and applications simultaneously.
- High level of self-motivation, discipline, and the ability to work independently in a remote setting.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Basic computer proficiency and comfort with standard office software (e.g., MS Office Suite).
- Customer-focused mindset with a genuine desire to help others.
Preferred Qualifications
- Prior experience in a customer service, call center, or virtual support role (at least 6 months).
- Familiarity with CRM software (e.g., Salesforce, Zendesk) or similar customer interaction platforms.
- Experience working in a remote or home-based environment.
- Ability to adapt quickly to new technologies and processes.
- A secondary language proficiency beyond German and English is a plus.
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive paid training program for all new hires.
- Full-time remote work opportunity, offering unparalleled flexibility.
- Access to a global network of professionals and career advancement opportunities.
- Employee assistance program and wellness initiatives.
- Technical support for your home office setup.
- Diverse and inclusive company culture with regular team-building activities (virtual).
- Statutory benefits as per German labor law (e.g., health insurance contributions, paid holidays).
How to Apply
Interested candidates are invited to submit their application by clicking on the application link below. Please ensure your resume is up-to-date and highlights your relevant experience and language proficiencies. We look forward to reviewing your application!
