Senior German‑Speaking Customer Care Specialist – Remote (Croatia) – Expert in Customer Retention, Loyalty & Support for brighthush’s Advanced Fiber‑Optic Network
About brighthush
brighthush is more than a provider of high‑speed internet; it is a catalyst for digital empowerment across Europe. With an expansive fiber‑optic backbone that reaches deep into rural villages, bustling suburbs, and thriving business districts, brighthush delivers lightning‑fast, ultra‑reliable connectivity that fuels everything from home entertainment to mission‑critical enterprise operations. Our vision is bold yet clear: to bring world‑class internet to every doorstep, enabling people, businesses, and communities to thrive in an increasingly digital world.
At the heart of brighthush lies a customer‑first philosophy. Every engineer, designer, and support agent is guided by the same principle: quality, reliability, and empathy. We invest heavily in cutting‑edge technology, but we also invest in the people who make that technology accessible. That’s why we’re looking for a Senior German‑Speaking Customer Care Specialist who can embody our values and help us turn every interaction into a moment of trust and delight.
Why brighthush?
When you join brighthush, you’re not just taking a job – you’re stepping into a community of innovators, problem‑solvers, and dreamers. Here’s what sets us apart:
- Remote‑First Flexibility: Work from anywhere in Croatia with a fully equipped home office setup and the freedom to balance professional and personal commitments.
- Growth‑Oriented Culture: We champion continuous learning, offering workshops, certifications, and mentorship programs that keep you at the forefront of customer service excellence.
- Transparent Leadership: Open communication channels across all levels ensure your voice is heard and your ideas can shape the future of our customer experience.
- Competitive Rewards: A base salary that reflects your expertise, performance‑based bonuses, and a suite of benefits designed to support your well‑being.
- Community Impact: Every call you make helps bridge the digital divide, empowering families, schools, and small businesses to connect and grow.
Key Responsibilities
As the frontline advocate for our German‑speaking customers, you will play a pivotal role in maintaining and enhancing customer loyalty. Your day‑to‑day tasks will include:
- Customer Engagement: Receive inbound calls, emails, and chat inquiries from existing customers. Use active listening and consultative techniques to understand their needs, guide them through solutions, and reinforce their confidence in brighthush.
- Issue Resolution & Escalation: Handle cancellations, revocations, billing disputes, tariff adjustments, and personal data updates. Resolve issues swiftly while maintaining a calm, professional demeanor.
- Account Management: Maintain a curated portfolio of high‑value customers. Proactively identify upsell opportunities, cross‑sell complementary services, and prevent churn through timely outreach.
- Tool Proficiency: Master our CRM, ticketing system, and internal knowledge base. Simultaneously navigate multiple platforms, ensuring data integrity and compliance with GDPR and internal policies.
- Quality & Performance: Adhere to strict quality guidelines, meet or exceed key performance indicators (KPIs) such as CSAT, NPS, and first‑contact resolution, and contribute to team goals that drive overall customer satisfaction.
- Continuous Improvement: Participate in regular feedback loops, share insights on customer pain points, and collaborate with product, engineering, and marketing teams to refine the customer journey.
Essential Qualifications
- German Language Proficiency: C1/C2 level in both written and spoken German. A pleasant, clear voice and a consultative communication style are essential for building trust.
- Customer Service Experience: Proven track record in customer retention, upselling, or consultative sales. Ability to turn potential churn into long‑term loyalty.
- Communication Skills: Exceptional active listening, clear articulation, and empathetic engagement. Ability to translate technical solutions into customer‑friendly language.
- Multi‑Tasking & Technical Aptitude: Comfortable juggling multiple software tools simultaneously without compromising accuracy or customer experience.
- Self‑Management: Reliable, autonomous work ethic. Own your schedule, meet deadlines, and deliver results in a remote environment.
- Shift Availability: Willingness to work flexible shifts between 8:00 AM and 8:00 PM to cover all customer touchpoints.
- Training Commitment: Participate in a structured, 14‑day paid training program that combines on‑site sessions in Zagreb with remote modules.
Preferred Qualifications
- Experience with brighthush or similar CRM platforms.
- Knowledge of the telecommunications or fiber‑optic industry.
- Background in customer retention or win‑back campaigns.
- Basic proficiency in brighthush applications and internal tools.
Skills & Competencies
- Problem‑Solving: Strong analytical skills and a proactive mindset to anticipate and resolve issues before they impact the customer.
- Time Management: Excellent organizational skills to prioritize tasks and manage a high volume of inquiries.
- Adaptability: Ability to thrive in a fast‑moving environment with evolving processes and technologies.
- Team Collaboration: A collaborative spirit that encourages knowledge sharing and collective success.
- Resilience: Ability to remain calm under pressure, maintain a positive attitude, and bounce back from setbacks.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our network. As a Customer Care Specialist, you’ll have the chance to:
- Progress into senior retention or account‑management roles, taking on larger portfolios and strategic initiatives.
- Assume leadership responsibilities, mentor new hires, and shape best practices within the team.
- Participate in cross‑functional projects that influence product development, engineering enhancements, and marketing campaigns.
- Access continuous learning resources, including workshops, certifications, and mentorship programs that keep you at the cutting edge of customer service.
- Earn recognition through internal awards, performance bonuses, and opportunities to present at company‑wide events.
Work Environment & Culture
Our culture is built on openness, respect, and shared success. You’ll thrive in an environment that values:
- Transparent Communication: Open channels across all levels ensure every voice is heard.
- Trust & Autonomy: Empowerment to make decisions that benefit the customer and the business.
- Collaboration: Cross‑team collaboration that bridges remote and on‑site teams.
- Work‑Life Balance: Flexible remote options from anywhere in Croatia, with a focus on personal well‑being.
- Diversity & Inclusion: A welcoming environment that celebrates diverse perspectives and backgrounds.
Compensation, Perks & Benefits
While specific figures may vary, you can expect:
- Competitive base salary aligned with market standards for senior customer care roles.
- Performance‑based bonuses that reward your impact on customer satisfaction and retention.
- Paid 14‑day training period at the start of your tenure.
- Additional vacation days that increase with tenure, supporting a healthy work‑life balance.
- Health and wellness benefits, including a brighthush membership, mental health resources, and wellness stipends.
- Regular team events, both virtual and in‑person, to strengthen camaraderie and celebrate achievements.
- Access to cutting‑edge tools and technology, from advanced CRM systems to AI‑powered customer insights.
- Professional development budget for certifications, conferences, and skill‑building courses.
Our Commitment to Diversity & Inclusion
brighthush is proud to be an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment where everyone can thrive. We encourage candidates from all backgrounds, experiences, and identities to apply.
How to Apply
If you’re a German‑speaking professional who loves helping customers and thrives in a dynamic, customer‑centric environment, we’d love to meet you. Bring your expertise, curiosity, and passion for service excellence to brighthush, and help us keep the world connected—one conversation at a time.