Senior German‑Speaking Customer Care Specialist – Remote (Croatia) – Lead Customer Retention & Loyalty Initiatives for brighthush’s Cutting‑Edge Fiber‑Optic Network
About brighthush
brighthush is a trailblazer in the digital connectivity space, building and operating a state‑of‑the‑art fibre‑optic network across rural and suburban regions in Germany and beyond. Our mission is simple yet ambitious: to bring lightning‑fast, reliable internet to every home and business, empowering people, businesses, and communities to thrive in a hyper‑connected world. We do this by combining cutting‑edge technology with a customer‑first philosophy, ensuring that every interaction reflects the same commitment to quality that we bring to our network infrastructure.
Why brighthush?
At brighthush, we believe that great service starts with great people. We invest in our team’s growth, provide a flexible remote work model, and foster a culture of transparency, trust, and collaboration. As part of our Customer Care team, you’ll enjoy a competitive salary, performance bonuses, and a host of benefits designed to support your well‑being and professional development. We’re not just a company – we’re a community of innovators who are passionate about shaping the future of connectivity.
Key Responsibilities
As a German‑speaking Customer Care Specialist, you will be the frontline voice that keeps our customers connected and satisfied. Your day‑to‑day tasks will include:
- Customer Engagement: Receive inbound calls from existing customers, actively listen to their needs, and guide them through consultative conversations to retain their loyalty. You will be the trusted advisor who helps customers navigate their digital journey.
- Issue Resolution: Handle cancellations, revocations, and general inquiries—including billing questions, tariff adjustments, and personal data updates—ensuring a smooth, hassle‑free experience that reflects brighthush’s commitment to excellence.
- Account Management: Maintain a curated portfolio of high‑value customers, responding to both phone and written requests (approximately 85% phone, 15% ticketing). Your proactive approach will help us identify upsell opportunities and prevent churn.
- Tool Proficiency: Navigate multiple platforms and software tools simultaneously, documenting interactions meticulously to maintain data integrity and compliance. You will become an expert in our CRM, ticketing system, and internal knowledge base.
- Quality & Performance: Adhere to strict quality guidelines and contribute to team goals in customer satisfaction, conversion rates, and service availability. Your metrics will directly influence the success of our retention strategy.
Essential Qualifications
- German Language Proficiency: C1/C2 level in both written and spoken German. A pleasant voice and a clear, consultative communication style are essential for building trust with our customers.
- Customer Service Experience: Prior role focused on customer retention, upselling, or consultative sales. You should be comfortable turning a potential churn into a loyal partnership.
- Communication Skills: Active listening, clear articulation, and empathetic engagement with customers. You will be the bridge between technical solutions and customer expectations.
- Multi‑Tasking: Comfortable switching between multiple software tools on a daily basis without compromising accuracy or customer experience.
- Self‑Management: Reliable, autonomous work ethic—whether in a home office or a physical office setting. You will own your schedule and deliver results.
- Shift Availability: Willingness to work shifts between 8:00 AM and 8:00 PM, ensuring coverage across all customer touchpoints.
- Training Commitment: Participation in a structured, 14‑day paid training program that combines on‑site sessions in Zagreb with remote modules. You will be equipped with the knowledge and tools to excel from day one.
Preferred Qualifications
- Experience with brighthush or similar CRM platforms.
- Knowledge of the telecommunications or fibre‑optic industry.
- Background in customer retention or win‑back campaigns.
- Basic proficiency in brighthush applications.
Skills & Competencies
- Strong problem‑solving abilities and a proactive mindset.
- Excellent time‑management and organizational skills.
- Adaptability to evolving processes and technologies.
- Team player with a collaborative spirit.
- Resilience under pressure and a positive attitude.
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional journey. As a Customer Care Specialist, you’ll have the chance to:
- Advance into senior retention or account‑management roles, taking on greater responsibility for high‑value portfolios.
- Take on leadership responsibilities within the team, mentoring new hires and shaping best practices.
- Participate in cross‑functional projects that shape our customer experience strategy, collaborating with product, engineering, and marketing teams.
- Access continuous learning resources, including workshops, certifications, and mentorship programs that keep you at the forefront of customer service excellence.
Work Environment & Culture
Our culture is built on openness, respect, and shared success. You’ll work in a supportive, inclusive environment that values:
- Transparent communication across all levels, ensuring that every voice is heard.
- Trust in your expertise and autonomy, empowering you to make decisions that benefit the customer.
- Collaboration across remote and on‑site teams, fostering a sense of belonging regardless of location.
- Work‑life balance, with flexible remote options from anywhere in Croatia.
Compensation, Perks & Benefits
While specific figures may vary, you can expect:
- Competitive base salary with performance‑based bonuses that reward your impact on customer satisfaction.
- Paid 14‑day training period at the start of your tenure, ensuring you’re fully equipped to succeed.
- Additional vacation days that increase with tenure, supporting your personal well‑being.
- Health and wellness benefits, including a brighthush membership and access to mental health resources.
- Regular team events, both virtual and in‑person, that strengthen camaraderie and celebrate achievements.
- Access to cutting‑edge tools and technology to support your role, from advanced CRM systems to AI‑powered customer insights.
Ready to Join brighthush?
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, your curiosity, and your passion for service excellence to brighthush, and help us keep the world connected—one conversation at a time.