Customer Service Representative

Candidate with nearly 6 years of experience in customer support, beginning in 2018. Highly skilled in providing exceptional customer support, managing teams, and developing projects to enhance customer satisfaction. Fluent in German and English, with strong communication, time management, and organizational skills. As a Customer Support Manager, managed the largest team in the company, collaborated with other departments, supported German clients via calls and mobile chat, handled customer complaints, developed and managed a mobile chat project, trained new agents, and ensured quality work standards. Created reports to track company success. Prior experience as a Customer Support Representative at an outsourcing and offshoring consulting company, assisting customers with orders via live chat, handling inquiries and complaints, and providing support in both German and English through email, live chat, and phone. Also experienced as a German Language Teacher, conducting group and individual classes for children and adults, implementing diverse teaching methods, and collaborating with other educators to improve outcomes.

University of Belgrade / Master of German Sociolinguistics

2019

University of Belgrade / Bachelor of German Language, Literature and Culture

2017

Customer Support Representative Professional

Industry: Retail

Jan 2023 - Present

• Providing customers with information and assisting them with their orders via live chat

• Forwarding order inquiries and complaints to relevant departments

Customer Support Manager

Industry: IT Services and IT Consulting

Nov 2020 - Jan 2023

• Providing support for agents and customers via mail, live chat and on the phone (German and English)

• Creating daily, weekly and monthly reports and tracking company success in general

• Managing the largest team while working closely with other departments

Customer Support Representative German Language

Industry: Outsourcing and Offshoring Consulting

Oct 2018 - Oct 2020

• Supporting German clients via call and mobile chat

• Providing customers with urgent information, taking and processing complaints 

• Developing and working on the mobile chat project, training new agents and making sure their work quality is up to the project standards

German Language Teacher

Industry: Education

Apr 2017 - Oct 2017

• Group and individual classes

• Working with children and adults

• Implementing different teaching methods and

• Working with other teachers