Customer Support job in Leipzig (m/f/d)

We don't want "specialists" for the position, but generalists who can be trained quickly. That being said, as this is a senior role, you should have solid experience in customer support, whether in a direct customer support role, or a related role.

You should have a customer-oriented, friendly demeanor (and be patient - sometimes this is necessary in support).

We will also show you everything you need for shipping - this is part of the training, as it is the core of our business and we would like you to understand what happens behind the scenes when we serve customers.

We will also train you on the individual components, and you will then know exactly what belongs together and what does not in order to be able to advise customers optimally

Good customer service is very important to us.

In case you want to start at a more junior position, you can apply for our Customer Support & Dispatch role.

We pay €15,50 per hour gross (i.e. before taxes and health insurance etc.). This is a guaranteed salary.

The salary is paid precisely according to your working hours - if you work more hours, you get more money. So for every hour you work, you get €15,50 gross per hour.

Working hours are recorded in Excel spreadsheets, I trust my staff here to record the correct time.

We don't have "clocking-in clocks" 🙂

Yes, phone support (calling people back and answering phone calls) is part of this position.

You will be trained by Stephie who has exceptionally good knowledge of how to do good and effective phone support.

I myself continue to learn from her.

This is an on-site position, as you will usually need to work with other colleagues and the stock in the warehouse. Also, the training will need to be done on-site.

Full-time is not necessarily mandatory for this position - we are also interested in part-time employees.

Basically, we understand full-time to be 40 hours a week, but we are flexible. Because we bill precisely by the hour, the actual number of hours you work may fluctuate from week to week. There is enough work to fill more than a full-time position.

This is a job that adapts to you in many ways, not the other way around 🙂

We are absolutely flexible when it comes to part-time work. You could also work "only" 15 hours a week for us (e.g. flexible for mothers with children in daycare).

Every hour helps us, because there is a lot of work and potential, and we want to keep customer service at a high level.

You are also welcome to work more if you like the work and later increase to full-time. Or, depending on how much is going on in your private life / or when your circumstances change, adjust the time.

Since we bill by the hour, you can decide for yourself how long you want to work, week by week.

In principle, we are as flexible as possible. If you have an exam, a doctor's appointment or other personal matters, we try to make it possible for you to start later or leave earlier.

That being said, generally the usual working times will need to be respected, so that your colleagues will be able to count on you.

Saturday is normally free with us 🙂

However, when we receive a large number of orders or a new product comes onto the market, and we have a high volume of support requests, as an exception we also come in on Saturdays.

However, this is on a voluntary basis and is discussed internally among colleagues.

We try to stick to the 40 working hours maximum per week, whenever it is possible, and on average.

Remember, with us you are free to work more or less, depending on your life circumstances, and agreement with the colleagues.

Сertainly. We train you and give you feedback. You will gradually be entrusted with different tasks and can grow in this way.

Good customer support is preceded by good training. You'll continually learn more about the Raspberry Pi and other products we sell and what customers do with them. In turn you'll be able to do a good job of bringing exceptionally good support to customers and delight them with our service.

There will also always be someone you can ask for internal support, if you can't answer a support question.

No. For technical support questions / inquiries from individual customers, we have a few working students, and the boss (Max) is also very knowledgeable.

If you enjoy answering technical questions, of course we will let you work and develop your skills in that area.

No. All calls you will make are calls to customers who had reached out to us and want to be called back, or who we need additional information from for shipping purposes.

Your calls are welcomed by our customers because they want to solve their problem and you help them to do so.

For example, because the house number is missing on a shipment - and we can deliver the package to the customer faster by calling them, instead of writing an email.

1. Not as close to center as some other positions

Due to moving office to a bigger and more modern warehouse, we were not able to locate as close to the city center as I originally wanted.

2. We expect you to work hard

Sometimes there is a very high work load / time pressure and many tasks. I don't ask for overtime, but I'm very grateful when employees - like Stephie - work hard and are flexible.

We continue looking for great, exceptional people to join the team to decrease individual work loads and continue to provide our high standard of service.

3. English required in some cases

In some cases we deal with English speaking customers, as well as suppliers - this may be a disadvantage if you don't speak English well, but not a huge one (since others on the team speak English very well).

As you can see, we are trying to resolve these issues over time, and to continue to improve working conditions, work-load and other factors which are part of a good working life.

A big part of our job is providing good customer support. In addition, I would like to be able to entrust you with other tasks, such as adding articles to our online shop.

Since we are still a fairly small team, your tasks will be very diverse. It is therefore important that you bring certain knowledge, such as German, with you.

You will not come into direct face-to-face contact with customers, unless you continue to develop into being a key account support manager - in that case, you might do video calls with our most important industrial customers later on.

Your main face to face interactions will be with the team, and possibly with delivery services (like DHL).

Of course! We want you to develop further and grow with the company.

Stephie, who started in shipping, has proven her talent in supporting, and particularly looking after, major accounts. So I (the managing director) was able to transfer other tasks to her. Today she is a sales manager with us, managing key accounts, purchasing and stock allocations to big industrial customers.

We love to challenge our colleagues (in a positive, fun way) to spur their growth. You will never grow bored, there will always be more new work skills to master and new things to discover about the products we work with.

Since the team is still quite small, capable people quickly take on more responsibility.

Which of course also pays off.