At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
At Ayvens , we have an opening for a Senior Customer Service Representative (German Speaking) .
What are you going to do?
As our new Senior Customer Service Representative (German Speaking) , you will be responsible for delivering an excellent customer experience across multiple communication channels while acting as a key point of support for the customer service team. In addition to handling customer inquiries and complaints, you will coach and guide colleagues, oversee administrative activities, support compliance-related processes, and contribute to the continuous improvement of customer service operations.
Your responsibilities will include:
Handling customer inquiries through multiple channels, including telephone, email, chat, social media, and WhatsApp.
Acting as the first point of contact and subject matter expert for junior customer service employees.
Monitoring, coaching, and supporting customer service employees to ensure high service quality and customer satisfaction.
Managing customer administration activities, including Customer Due Diligence (CDD) verification and customer screening activities.
Handling, monitoring, and resolving customer complaints in a professional and timely manner.
Identifying opportunities to improve customer service processes, work instructions, and FAQ content.
Supporting compliance efforts by identifying suspicious transactions and reporting compliance incidents when required.
Who are we looking for?
The ideal candidate has strong customer service expertise combined with the interpersonal skills needed to coach colleagues, resolve complex customer situations, and contribute to a high-performing service environment. You are customer-focused, proactive, and confident in guiding others while ensuring compliance with established procedures.
You will have relevant experience in a similar role, preferably holding a Bachelor's degree in Business Administration, Customer Service Management, Communication, or a related field .
Several years of experience in customer service or customer support roles.
Strong customer interaction and telephone handling skills with excellent active listening abilities.
Experience coaching, mentoring, or supporting colleagues in a team environment.
Solid understanding of customer service principles, processes, and best practices.
Knowledge of Customer Due Diligence (CDD), customer screening processes, or other compliance-related activities is an advantage.
Good knowledge of Microsoft Office applications.
Fluent in German (written and verbal) with a good command of English ; knowledge of Dutch is an advantage.
Fluent in English is required.
What do we offer?
We're on this journey together. By investing in professional growth, rewards and incentives, plus plenty of training and experience on the job, we create an inspiring environment for our colleagues that fosters high performance with positive impact.
1. Enjoy comprehensive rewards and recognition.
We believe in rewarding you holistically, through compensation, competitive benefits and rich development opportunities.
2. Discover your talent.
We enable you to reach your full potential by offering you the opportunities and support to reach the next level in your career.
3. Benefit from a healthy, positive work atmosphere.
We offer a wide variety of benefits to help keep you mentally and physically strong and to find the perfect work-life balance.
4. Find a shared sense of belonging.
We create an engaging environment where you can be your authentic self and harness your commitment, curiosity and collaboration.
5. Build a sustainable future.
We're conscious of our environment and the societies we're part of and we work together to drive electrification and lead the way to decarbonisation.
Make your Move at Ayvens
Ayvens provides a unique opportunity: the…