Customer Service Representative - German Market (Email & Chat Support)

Project: Online Gaming & Sports Betting Platform
Location: Sofia, Bulgaria (On-site & Hybrid flexibility may apply)
Language Requirements: German (Native or C2), English (B2+)
Contract Type: Full-time & Part-time opportunities available

🧭 Role Overview

Our client is one of the largest and fastest-growing GameTech companies in Europe. Client owns and operates popular online sports betting and casino platforms.

Join a dynamic and fast-paced team providing email and chat-based customer support for one of the leading global gaming platforms. As a Customer Service Representative, you’ll help German-speaking users with account inquiries, gameplay assistance, and responsible gaming support.

💼 Key Responsibilities

• Respond to email and live chat inquiries (95% non-voice) from users regarding account access, payments, game features, and general platform navigation
• Deliver outstanding customer service with a professional, friendly tone and problem-solving mindset
• Investigate and resolve technical or account-related issues
• Maintain accurate records of all interactions using internal tools
• Follow internal procedures to escalate complex or policy-sensitive issues
• Promote responsible gaming practices and ensure compliance with platform guidelines

🕒 Working Hours & Flexibility

• Operations run Monday–Sunday, including weekends and holidays
• Agents can choose one of the following shifts:
• Morning Shift: 10:00 a.m. – 7:00 p.m.
• Late Shift: 12:00 p.m. – 9:00 p.m.
• Night Shift: 5:00 p.m. – 2:00 a.m.

🧪 Training & Onboarding

• Training Duration: 2 weeks (standard business hours)
• Nesting Period: 1 week, from 5:00 p.m. – 1:00 a.m. (paid and includes transport allowance)
• Full support provided during onboarding, including hands-on mentoring

💰 Compensation & Benefits

• Base Salary: 3,800 BGN gross/month
• Sign-On Bonus: 2,000 BGN gross for all German-speaking hires 
• Night shift premium pay and transportation coverage included for late hours
• 14 salaries per year (standard in Bulgaria)
• Private health insurance and employee support services

✅ Ideal Candidate Profile

• Native or C2-level German speaker
• Good command of English (B2 or higher)
• Strong written communication skills – fast, accurate, and customer-focused
• Tech-savvy with the ability to multitask and adapt quickly to digital platforms
• Experience in customer service, online platforms, or gaming is a plus