Customer Service Representative (German)

About Us Pearl is AI for professional services at global scale, combining advanced AI with verified human expertise to deliver help that is accurate, accountable, and fast. Since 2003, our network has connected millions of customers with licensed professionals across 196 countries, making real expertise available anytime, anywhere. Our Values Data driven: Data decides, not egos Courageous: We take risks and challenge the status quo Innovative: We're constantly learning, creating, and adapting Lean: We focus on customers, using lean testing to learn how to serve them best Humble: Past success is not a guarantee of future success About the Role As a Bilingual Customer Service Representative at Pearl , you will serve as the frontline connection to our customers, providing exceptional support and ensuring their needs are met efficiently and professionally. You will be responsible for handling customer interactions in German, resolving issues, and delivering a seamless customer experience. If you are customer-centric, detail-oriented, and passionate about delivering quality service, this role is for you. What You’ll Do Respond to customer inquiries and issues via voice and/or non-voice transactions while demonstrating attentive listening and effective communication. Identify and assess customer needs through active listening and questioning, providing timely and accurate resolutions in line with company guidelines. Maintain detailed and accurate records of customer interactions, including actions taken and resolutions provided. Update and manage customer accounts and profiles to ensure accurate, up-to-date information for efficient service delivery. Acquire in-depth knowledge of company products, processes, and policies to provide accurate information and resolve issues effectively. Continuously enhance product knowledge and customer service skills through training and learning opportunities. Collaborate with team members and other departments to ensure seamless customer experiences and prompt issue resolution. Meet or exceed performance metrics, including quality scores, customer satisfaction ratings, and schedule adherence. What We’re Looking For Ability to work during German business hours C1–C2 or native-level proficiency in German; at least B2-level English. At least 6 months of professional customer support experience in the German language. Strong customer support, multitasking, and communication skills. Preferred experience in phone and email-based customer support. Fast and accurate typing skills. Self-motivation and basic computer knowledge. Familiarity with AI tools and terminology relevant to customer support. Why You’ll Love Working With Us Make a Real Impact: Be part of a dynamic team that values inclusivity, creativity, and continuous improvement. Empower Communities: Play a key role in fostering meaningful interactions and creating resources that genuinely help users. Collaborative Environment: Partner with cross-functional teams who value your expertise and insights. Grow Your Skills: Enhance your customer service expertise, develop effective communication techniques, and learn to resolve complex issues while contributing to a high-quality customer experience. Remote Flexibility and Work-Life Balance: Enjoy a great work-life balance while working remotely. Collaborate with a global team, and thrive in a culture that prioritizes well-being, personal development, and work-life balance. Our Commitment to an Inclusive Workplace We welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. Pearl is committed to an inclusive workplace. Pearl is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. AI Disclosure & Informed Consent Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information see our AI Disclosure and Consent Policy . #LI-Remote