Job Description

Hello! 👋🏽

At Factorial we're looking for a new Call Center Agent German Market to help us boost the company to the next level!

The Contact Center Agent is the frontline representative of the company, responsible for delivering excellent customer service by answering inquiries, resolving issues, and providing information about products or services. This role requires strong communication skills, a customer-centric attitude, and the ability to handle a high volume of interactions efficiently and professionally.

Ready to be part of the challenge? 🚀

What you'll do 📝

• Handle incoming calls, chats and tickets from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution.
• Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction.
• Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively.
• Stay updated on new product launches, changes in processes, and company updates.
• Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner.
• Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns.
• Accurately record call/chat/ticket details, customer information, and resolutions in the CRM or call tracking system.
• Manage a high volume of calls, chats and tickets while meeting quality standards, including first-call resolution and average handling time.
• Achieve individual and team KPIs, such as customer satisfaction (CSAT), Quality (QA), and adherence to service level agreements (SLAs).
• Participate in team meetings, training sessions, and coaching to enhance skills and knowledge.

What are we looking for? 🎯

• Native proficiency in German is required, and fluency in French, Portuguese, or Italian.
• Previous experience in a contact center, customer service, or related role is an advantage but not mandatory. You are proactive and you like to put forward new ideas.
• Familiarity with CRM software, call center tools, or ticketing systems is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work in a fast-paced environment.
• Patience, empathy, and a customer-focused attitude.

What’s in it for you? 💰

• Structured career paths to support your professional growth - we don’t believe in dead ends.
• Transparent salary grids from 27.600€ to 30.000€ OTE (On Target Earnings), with a 80/20 split (fixed/variable salary).

Perks of being part of Factorial 😎

• Competitive ESOP plan 📈
• High growth, multicultural and friendly environment 🤝
• Alan as private health insurance 🩺
• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🧘🏽‍♀️
• Save expenses with Cobee 💰
• Language classes 👩🏽‍🏫
• Breakfast in the office and organic fruit 🍏
• Nora discounts 🍱
• Free caffeine and theine ☕
• Pet Friendly 🐕

About Factorial 🚀

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

When work changes, so do we.

We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Our values 🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!

#LI-GB2