Helfy is looking for a German-speaking Customer Support Representative to join our growing team in Tbilisi. This role combines customer-facing support with back-office operational tasks to ensure a smooth and efficient customer experience.
Location: Pekini Street, Tbilisi, Georgia
Work Mode: On-site only
Working Hours:
Monday-Friday: 13:00-22:00
Occasional weekend shifts may be required
Salary: 2200 GEL (net) + performance-based bonuses
Responsibilities
Customer Communication & Support
** Communicate with customers via email, phone calls, WhatsApp, and live chat.
** Provide clear, accurate, and timely responses to customer inquiries.
** Assist customers with placing orders, refunds, exchanges, and general account-related questions.
Product & Platform Knowledge
** Develop a strong understanding of Helfy`s products and website functionalities.
** Navigate the platform efficiently to quickly locate and provide relevant information.
Order & Request Management
** Process customer orders and requests via the administrative panel and email.
** Handle re-shipments, refunds, and order corrections when needed.
Back Office & Operational Tasks
** Perform back-office tasks, including order verification, data validation, and internal follow-ups.
** Update internal systems and tools to ensure accurate order and customer data.
** Coordinate with internal teams to support operational workflows and case resolution.
Issue Resolution & Escalation
** Troubleshoot issues such as payment delays, delivery problems, or technical difficulties.
** Handle customer complaints professionally by offering appropriate solutions and alternatives.
** Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.).
Internal Communication & Reporting
** Share insights and feedback on customer experience and support processes.
** Collect and report data for technical and product teams.
Documentation & Process Improvement
** Upload relevant documentation to the website or internal tools for team use.
** Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers.
Requirements
** Fluent German (mandatory).
** Conversational English (international team; internal communication mainly in English).
** Strong computer skills and ability to work with multiple tools and platforms.
** Strong problem-solving skills with the ability to make quick, effective decisions.
** Customer-oriented mindset with strong attention to details
If you are interested, please send your resume to the following email address: hr@doktorabc.com
We look forward to reviewing your application and will contact you for further interviews.
Good luck!
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