Kundenservice Mitarbeiter (w/m/d)

Customer Service Representative

Our dedicated and service-oriented team in the heart of Berlin is looking for a customer service representative to provide a convincing, solution-oriented service experience to our customers through various channels. With us, you can expect short decision-making paths, a modern working environment, and plenty of room to bring your own ideas and actively participate in internal projects.

Your tasks include:

• Handling customer inquiries via phone, email, and chat
• Solution-oriented processing of requests, complaints, and claims
• Recognition of individual customer needs and development of suitable solutions
• Application of in-depth product and system knowledge in direct customer dialogue
• Processing of procedures in the areas of package tracking, refund, and invoice adjustment
• Creation and maintenance of macro texts and internal knowledge articles in Confluence
• Documentation of cases in systems such as Intercom, Salesforce, or Odoo
• Close cooperation with teams from accounting, logistics, and operations
• Support in the quality assurance and continuous improvement of customer service

What Everphone offers you:

Our benefits are specifically designed to promote your well-being, support your personal development, and make your working day as pleasant as possible. A work environment that offers more. We have created a workplace that supports you in giving your best: Our centrally located, light-filled office offers open spaces to breathe, quiet corners for focused work, and a rooftop terrace for sunny coffee breaks. In addition, you can expect:

• Height-adjustable desks
• A laptop of your choice
• A smartphone of your choice
• Ergonomic chairs
• A dog-friendly office
• Flexible working – as it suits you best. Working at Everphone is based on trust. We know that a workplace must fit your life – not the other way around. That’s why we offer you maximum flexibility through:
• A hybrid working model
• Our workation regulation (up to 1 month per year working from abroad in the EU)
• Your well-being is our investment. It is important to us that you feel good in the long term, stay motivated, and continue to develop sustainably with us. For this, we offer you among other things:
• Access to mental health support through Voiio
• Subsidized memberships at Urban Sports Club
• Annual flu shots and eye tests
• 30 vacation days per year
• An occupational pension plan contribution
• Monthly up to €50 extra credit via Circula – redeemable for groceries, drugstore items, hardware stores, gas stations, and more
• An annual mobility allowance of €348 for public local transport
• Fresh fruit, healthy snacks, high-quality coffee specialties, and soft drinks
• Community and togetherness. Community counts with us. We promote a working environment based on connection, participation, and mutual support. We live exchange and team spirit through:
• Weekly paid company lunches and breakfast events
• Friday drinks
• Summer and winter parties
• Our Employee Resource Groups
• Learning is part of the job. For us, learning is not a goal but a continuous path. We create space for new impulses, the exchange of knowledge, and your personal development. The following offers are available to you:
• The Everphone Academy
• Our internal learning platform "EverLearn" – learning from and with each other
• Fully funded language courses (German and English)
• Regular internal learning formats and workshops

What you bring with you:

• A completed vocational training or a comparable qualification
• First practical experience in customer service – ideally in a digital or service-based environment
• Secure handling of digital tools and systems, especially G Suite and CRM/ticketing systems
• Fluent German at C2 level and good English skills (at least B2) for communication in an international context
• A confident and effective way of communication – both written and verbal – with a sense of tonality and target audiences
• A high level of empathy and the ability to put yourself in different customer situations
• Enjoyment of cross-team collaboration and a cooperative and reliable working style
• An independent, structured approach and a good eye for details
• A service-oriented attitude characterized by solution-focused thinking and professional appearance
• Openness to new tools, working methods, and changing requirements in a dynamic environment