About Sutherland:

Sutherland is a global leader in digital transformation and customer service excellence. We help international brands create outstanding customer experiences.

About the position:

As a Customer Service Agent – ​​Payments & POS Solutions, you will be the first point of contact for merchants and partners. You will handle inquiries related to card payment terminals, POS systems, and payment processes, ensuring professional support and high customer satisfaction.

Your responsibilities

• Handling calls, emails and tickets according to SLAs
• Telephone and written support for card terminals and ATMs
• Support with installations, terminal replacement and activations
• Analysis and resolution of technical and commercial inquiries (troubleshooting, error codes, connectivity)
• Escalation of complex cases and thorough documentation in the ticketing system
• Support with portal access and selected back-office tasks

Your profile

• Very good German skills (C1) and English skills at B1 level.
• Interest in technical topics and a structured way of working
• Customer-oriented, solution-oriented and resilient
• Proficient in using telephone, email and ticketing systems

Desirable

• Experience in customer service, ideally in the payments or POS environment
• Basic knowledge of Excel and ticketing systems
• Other European foreign languages

Our offer

• Attractive compensation with bonus system
• Permanent employment contract and 21 days of paid vacation
• Additional health and life insurance
• Food vouchers
• Paid training and clear development opportunities
• Modern work environment, team events and recognition programs

We look forward to receiving your application and will get back to you soon.