Customer Experience Specialist (English & German)

	 	 

Elara is recruiting a Customer Experience Specialist – English & German on behalf of an international business.
A digital services company is looking for a Customer Experience Specialist to support customers and business partners across German-speaking markets.
You will handle enquiries, resolve issues and help customers navigate digital services in a fast-paced international environment.

Responsibilities:

Provide professional support in German via telephone, email, live chat and other digital channels
Investigate and resolve enquiries and complaints within agreed service levels
Explain products, services and platform functionality clearly
Escalate complex issues to relevant teams and follow through to resolution
Keep accurate records of interactions and outcomes
Identify recurring problems and recommend process improvements
Stay up to date with product changes and collaborate with colleagues to improve customer experience

This is a full-time position. A Office Based working model is currently planned; the office location, required attendance arrangements are still being confirmed and may change.

The role offers the opportunity to work with an international team, professional onboarding and training, a collaborative environment and opportunities for career development.

Location: Prishtina, Kosovo – Office Based

What we are looking for:

German C1 or above, written and spoken
English B2 or above, written and spoken
Previous experience in customer service, customer support or another customer-facing role

Nice to have:

Experience supporting German-speaking markets or international customers
Experience using CRM, ticketing or customer support platforms
Experience supporting software, digital products or online services
Experience working to customer satisfaction, quality and response-time targets
Phone, email and live chat support experience
Clear communication, problem-solving and organisation, with an empathetic, solutions-oriented approach