Customer Care Specialist (German)

About the role

At Rohlik, Customer Care is a core part of the brand experience. As a Customer Care Specialist you will be on the front line, assisting customers via phone, email and chat, handling complex situations that AI cannot resolve, and ensuring every interaction leaves the customer feeling heard and helped.

Key responsibilities

• Communicate with customers through email, phone and chat (inbound and outbound).
• Resolve requests such as delivery time/address changes, item modifications, or contact detail updates.
• Assist customers when orders are late, deliveries have issues, or complaints arise.
• Coordinate with couriers to support successful and timely deliveries.
• Collaborate with Logistics, Procurement and other teams to solve problems quickly.
• Provide accurate information about products and services.
• Capture customer feedback and share it to improve the service.
• Compensate complaints with credits within defined limits.
• Contribute to a positive team atmosphere.

Required profile

• Experience in customer service or other customer‑facing roles.
• Advanced German language skills (written and spoken) – a must.
• Proficiency in English or Czech/Slovak (written and spoken).
• Strong communication skills and a naturally customer‑oriented approach.
• Stress resilience and the ability to handle conflict situations calmly.
• Quick learner, comfortable with basic tools such as Google Workspace.
• Creative problem‑solver who can think outside the box.
• Willingness to work in shifts, including weekends.

What we offer

• Fair reward – fixed salary plus a variable component.
• Free lunch every day plus fresh fruit and vegetables in the office.
• Hybrid work model after onboarding: 3 days in the office, 2 days home office.
• Unlimited paid vacation based on trust.
• Fast personal growth aligned with Rohlik’s rapid expansion.
• Real impact – see your work change how people eat and live.
• Peer recognition through internal credits and a cafeteria system.
• Free Xtra membership and 10 % cashback on purchases at Rohlik.cz.
• Company sports challenges and a subsidised Multisport card.
• A supportive team that moves fast, celebrates wins together, and helps each other succeed.