German-Speaking Customer Support Representative

About the Role

Helfy is looking for a German-speaking Customer Support Representative to join our growing team in Tbilisi. This role combines customer-facing support with Back Office operational tasks to ensure a smooth and efficient customer experience.

Location & Conditions

Location: Pekini Street, Tbilisi, Georgia

Work Mode: On-site only

Working Hours:

• Monday-Friday: 13:00-22:00
• Occasional weekend shifts may be required

Salary: 2,200 GEL (net) + performance-based bonuses

Customer Communication & Support

• Communicate with customers via email, phone calls, WhatsApp,and live chat.
• Provide clear, accurate, and timely responses to customer inquiries.
• Assist customers with placing orders, refunds, exchanges, and general account-related questions.

Product & Platform Knowledge

• Develop a strong understanding of Helfy’s products and website functionalities.
• Navigate the platform efficiently to quickly locate and provide relevant information.

Order & Request Management

• Process customer orders and requests via the administrative panel and email.
• Handle re-shipments, refunds, and order corrections when needed.

Back Office & Operational Tasks

• Perform Back Office tasks, including order verification, data validation, and internal follow-ups.
• Update internal systems and tools to ensure accurate order and customer data.
• Coordinate with internal teams to support operational workflows and case resolution.

Issue Resolution & Escalation

• Troubleshoot issues such as payment delays, delivery problems, or technical difficulties.
• Handle customer complaints professionally by offering appropriate solutions and alternatives.
• Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.).

Internal Communication & Reporting

• Share insights and feedback on customer experience and support processes.
• Collect and report data for technical and product teams.

Documentation & Process Improvement

• Upload relevant documentation to the website or internal tools for team use.
• Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers.

• Fluent German (mandatory).
• Conversational English (international team; internal communication mainly in English).
• Strong computer skills and ability to work with multiple tools and platforms.
• Strong problem-solving skills with the ability to make quick, effective decisions.
• Customer-oriented mindset with strong attention to detail.