Customer Support Specialist - German Bilingual

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in providing customer support across phone, email, and live chat, assisting with inquiries related to switching processes, invoices, and meter readings. You will ensure timely, solution-oriented responses while maintaining service quality and working closely with internal teams to resolve complex customer cases.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

You are the first point of contact for our customers via phone, email, and live chat..

You respond to customer inquiries quickly, kindly, and with a solution-oriented mindset – ensuring that our SLAs for response times and customer satisfaction are met.

You ensure smooth operational processes and assist customers with

General inquiries

The switching process

Invoices

Meter readings

You handle customer calls efficiently and professionally, ensuring a positive customer experience.

You find pragmatic and sustainable solutions for complex cases – working closely with our 2nd Level Support team.

You develop an understanding of energy industry topics and products (e.g., EDIFACT, dynamic tariffs, etc.).

What you’ll bring

Native-level German (C2) is required – both written and spoken.

Good English skills to communicate internally with the international team.

You enjoy helping customers solve problems and explaining complex topics in a clear and simple way.

You have exp