Customer Service Representative

Candidate is a German-speaking Customer Service Specialist with over 3 years of experience delivering multilingual support across phone, email, and live chat channels in fast-paced international environments. Specialized in assisting e-commerce customers, particularly in the fashion and retail sectors, with proven success supporting platforms such as AutodE and Modern Housewife. Experienced with major CRM and help desk systems including Zendesk, Freshdesk, and Zoho People, with a strong ability to adapt quickly to new platforms such as Gorgias. Skilled in conflict resolution, process optimization, and KPI-driven service delivery, with a consistent record of improving customer satisfaction and streamlining ticket handling. Proficient in data analysis using Excel and Power BI, and fluent in German, English, Georgian, and Russian, enabling efficient communication across diverse client bases.

Tbilisi State University / Bachelor of Laws

2017 - 2021

German-Speaking Customer Support Specialist

Industry: Outsourcing and Offshoring Consulting

Sep 2024 – Present

• Managing 50+ customer inquiries daily, reducing average resolution time by 20% through enhanced troubleshooting protocols.

• Optimizing ticket resolution workflows, cutting escalations by 30% and improving service efficiency.

• Introducing a real-time issue tracking system, reducing unresolved customer cases by 25%.

• Training 5+ new hires, improving overall team efficiency and customer satisfaction.

German-Speaking Customer Service Expert

Industry: Outsourcing and Offshoring Consulting

Aug 2023 – Sep 2024

• Delivered high-quality support to German-speaking clients, maintaining a 95%+ CSAT score.

• Implemented a new issue-tracking process, reducing unresolved tickets by 25% and enhancing first-contact resolution.

• Exceeded performance benchmarks, cutting average handling time by 15% while increasing accuracy.

• Led weekly training sessions on communication best practices, improving team-wide performance.

German/English-Speaking Customer Service Representative

Industry: Outsourcing and Offshoring Consulting

Mar 2022 – Aug 2023

• Handled bilingual customer interactions (German & English) via email, chat, and phone.

• Provided personalized solutions, increasing customer retention rates by 12%.

• Adapted to multiple communication channels, ensuring consistent and high-quality service delivery.

• Analyzed customer feedback data, identifying trends that helped improve issue resolution processes.