Call Center Agent (Hybrid, Berlin)

About the role

As a Call Center Agent you will engage with debtors by phone to negotiate fair and sustainable payment arrangements. The role requires strong communication, empathy and the ability to de‑escalate challenging conversations while contributing to team performance.

Key responsibilities

• Conduct empathetic telephone conversations with debtors.
• Negotiate fair and sustainable payment agreements.
• Develop mutually beneficial solutions for customers and clients.
• Apply de‑escalation techniques to resolve concerns effectively.
• Follow a structured shift schedule and adhere to company guidelines.
• Use modern IT systems and company software.
• Participate in a comprehensive onboarding and training program.
• Collaborate with team members to achieve performance goals.

Required profile

• Native‑level German language proficiency.
• Strong communication and interpersonal skills.
• Ability to handle difficult conversations calmly and professionally.
• Excellent de‑escalation and conflict‑resolution abilities.
• Solution‑oriented and results‑driven mindset.
• Good knowledge of Microsoft Office applications and general IT systems.
• Willingness to learn new software and technologies.
• Preferred: commercial background and previous call‑center or customer‑service experience.

Required skills

• Microsoft Office applications
• General IT systems

What we offer

• Modern, bright office near Berlin Südkreuz.
• Hybrid work model (2–3 days onsite, remaining remote).
• Structured onboarding and comprehensive training.
• Predictable shift schedules planned four weeks in advance.
• Supportive and collaborative work environment.
• Modern technology and workplace equipment.
• Inclusive culture focused on diversity and respect.
• Opportunity to make a meaningful social impact by helping people achieve financial stability.