Role Overview
Servify is hiring a principal-level Consumer Services Representative. This is a full-time role in Bengaluru. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
As a German Speaking Specialist with 13 years of experience in voice-based customer support, your main role will be to provide comprehensive customer support through voice, email, and chat channels while demonstrating proficiency in both German (minimum B2 level) and English. You will handle customer queries, cancellations, disputes, and resolution follow-ups efficiently. Additionally, you will conduct quality audits of agent interactions, ensure compliance with QA standards, and support new process rollouts by creating training materials, triage documents, and FAQs. Your responsibility will also include monitoring and improving NPS, CSAT, and AHT by analyzing performance and customer feedback.
Key Responsibilities:
- Provide comprehensive customer support through voice, email, and chat channels, demonstrating proficiency in both German (minimum B2 level) and English.
- Handle customer queries, cancellations, disputes, and resolution follow-ups efficiently.
- Conduct quality audits of agent interactions and ensure compliance with QA standards.
- Support new process rollouts by creating training materials, triage documents, and FAQs.
- Monitor and improve NPS, CSAT, and AHT by analyzing performance and customer feedback.
- Collaborate with internal teams to address issues from detractor and low-rated cases.
- Maintain and update training documents and process articles regularly.
- Assist in preparing monthly performance summaries for business reviews.
- Participate in regular calibration sessions with internal QA teams.
Qualifications Required:
- Graduate degree in any discipline.
- 13 years of experience in a voice-based customer support role, preferably in a Contact Centre environment.
- Proficiency in German (minimum B2 level) and strong English communication skills.
- Solid understanding of customer experience metrics like NPS, CSAT, AHT.
- Experience in preparing training materials and quality guidelines.
- Analytical mindset with the ability to derive insights from customer feedback and performance data.
- Strong interpersonal skills with the ability to multitask and prioritize effectively.
- Willingness to work in shift: 12 PM 9 PM (Mumbai office). As a German Speaking Specialist with 13 years of experience in voice-based customer support, your main role will be to provide comprehensive customer support through voice, email, and chat channels while demonstrating proficiency in both German (minimum B2 level) and English. You will handle customer queries, cancellations, disputes, and resolution follow-ups efficiently. Additionally, you will conduct quality audits of agent interactions, ensure compliance with QA standards, and support new process rollouts by creating training materials, triage documents, and FAQs. Your responsibility will also include monitoring and improving NPS, CSAT, and AHT by analyzing performance and customer feedback.
Key Responsibilities:
- Provide comprehensive customer support through voice, email, and chat channels, demonstrating proficiency in both German (minimum B2 level) and English.
- Handle customer queries, cancellations, disputes, and resolution follow-ups efficiently.
- Conduct quality audits of agent interactions and ensure compliance with QA standards.
- Support new process rollouts by creating training materials, triage documents, and FAQs.
- Monitor and improve NPS, CSAT, and AHT by analyzing performance and customer feedback.
- Collaborate with internal teams to address issues from detractor and low-rated cases.
- Maintain and update training documents and process articles regularly.
- Assist in preparing monthly performance summaries for business reviews.
- Participate in regular calibration sessions with internal QA teams.
Qualifications Required:
- Graduate degree in any discipline.
- 13 years of experience in a voice-based customer support role, preferably in a Contact Centre environment.
- Proficiency in German (minimum B2 level) and strong English communication skills.
- Solid understanding of customer experience metrics like NPS, CSAT, AHT.
- Experience in preparing training materials and quality guidelines.
- Analytical mindset with the ability to derive insights from customer feedback and performance data.
- Strong interpersonal skills with the ability to multitask and prioritize effectively.
- Willingness to work in shift: 12 PM 9 PM (Mumbai office).
Frequently Asked Questions
How do I apply for the Consumer Services Representative position at Servify?
Use the Apply button above to submit your application directly to Servify. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Consumer Services Representative position at Servify located?
This position is based in Bengaluru. Servify has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Consumer Services Representative at Servify earn?
Servify has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Consumer Services Representative role at Servify posted?
This role was posted on May 2, 2026 (42 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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