We are looking to hire an experienced **Customer Care Agent with German** based in our offices in **Madrid,** **Spain.** **A job that matters: Your tasks** * **Customer Support**: You are the first point of contact for our customers, advising them on our products and services and addressing their inquiries via phone, email, or chat. * **Data Entry \& Verification:** You accurately enter and verify relevant customer information in our systems during interactions, ensuring all details are correct and complete. * **Communication:** You conduct conversations in German (C1 level or higher) and English (B2\), both written and spoken, ensuring clear and precise handling of all customer requests. * **De\-escalation:** You confidently manage difficult conversations, particularly in conflict situations, and ensure solution\-oriented de\-escalation with upset customers. * **Team Collaboration:** You work closely with other departments to ensure seamless customer support and coordinate service technician requests. * **Administrative Support:** You assist with processing fault and repair requests and documenting customer interactions. **An experience that matters: Your skills** **Language Skills:** * Fluent German (C1 or above) – written and spoken. A language test will be conducted. * Very good English skills (B2\) – written and spoken. **Experience \& Skills:** * Strong communication skills and a passion for customer interaction. * High service orientation and strong problem\-solving abilities. * Experience handling upset customers and applying de\-escalation techniques. * Proficiency with standard end\-user software, especially MS Office. * Familiarity with CRM systems. **A workplace that matters: Our offering** * Health insurance. * Flexible remuneration (childcare ticket, transport ticket, restaurant ticket). * Life insurance. * Baby basket. * Free fruit in the office twice a week. * Hybrid working model. * dormakaba Cares — our employee wellness program. At dormakaba, we are proud to be an equal opportunity employer. We are firmly committed to building a diverse and inclusive workplace where all individuals are treated with respect and dignity. We actively promote equal employment opportunities for all applicants, regardless of age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or any other legally protected characteristic.