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Senior Customer Service Representative (w/m/d)

Berlin, Berlin, GermanyOperations

Hi from the Instapro Group 👋🏼

We're the technology company behind a home services revolution. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need.

At Instapro, every team member’s perspective and experience advances our mission. We are committed to creating a workplace that reflects the communities we serve. We work hard to mitigate biases in our recruitment process and foster a welcoming and inclusive environment.

Job description

Als Senior Customer Service Representative (m/w/d) bei MyHammer wirst du Teil eines multidisziplinären Teams, das von einem Teamleiter geleitet wird und das ein gemeinsames Ziel verfolgt: unsere Kunden zu betreuen und sie auf unserer Plattform erfolgreich zu machen.

Du wirst diese Aufgaben eigenständig und in Zusammenarbeit mit anderen Abteilungen ausführen. Mit einer Kombination aus Homeoffice und gemeinsamen Bürotagen stellen wir einen regelmäßigen Austausch sowie eine angenehme Work-Life-Balance sicher.

Nach einer technischen und praktischen Einarbeitung werden deine Aufgaben folgende sein:

  • Durchführung von ausgehenden Anrufen, um unsere Kunden bei der Nutzung unserer Plattform zu unterstützen
  • Entgegennahme und Beantwortung von Kundenanfragen, die über verschiedene Kanäle eingehen (Telefon, E-Mail, Kontaktform)
  • Verwaltung und Validierung von Kundenanfragen über Salesforce unter Einhaltung der von deinem Teamleiter festgelegten Ziele, Richtlinien und Fristen
  • Du gibst Feedback über die Effizienz der Kundenservice Prozesse
  • Transparenz über deine tägliche Arbeit gegenüber deinem Teamleiter

Der Kundenservice ist von Montag bis Freitag geöffnet, an Wochenenden wird nicht gearbeitet.

Job requirements

  • Berufserfahrung im Kundendienst

  • Stets eine positive, einfühlsame und professionelle Haltung gegenüber Kunden

  • Teamgeist und gute Anpassungsfähigkeit

  • Vertrautheit mit CRM-Systemen und -Verfahren

  • Sicherer Umgang mit Computern (Google Suite, Microsoft Office)

  • Deutsch, sehr gute Kenntnisse in Wort und Schrift

  • Englischkenntnisse, mindestens B2-Niveau

Why you’ll enjoy working at the Instapro Group

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find the space to be your best self.

These are the benefits you'll enjoy:

  • Highly competitive salary package starting at €41,000 per year

  • Permanent contract 

  • Eligibility to receive stock appreciation rights

  • 28 days paid holiday

  • Hybrid work environment (one day minimum per week at the office, more can be required)

  • Pension scheme

  • Mental health support via OpenUp

  • Public transport subsidy

  • Lunch allowance

  • Regular team events

These are the values that guide everything we do:

  • We put integrity first. We are authentic, transparent and respectful.
  • We are all stewards. We are stewards of the company on behalf of all stakeholders.
  • We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
  • We never stop learning. We are open-minded and curious.
  • We win together. We collaborate and earn trust with our colleagues.
  • We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

Interested in applying? Submit your application below and we will get back to you.


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Good to know...

Do you offer remote work?

You need to already be based in one of our office locations or be willing to relocate to one of them.

We have a hybrid-work policy, which means that it’s up to you whether you prefer to work onsite or feel more comfortable working from home. However, in some roles, we might be looking for people living in the same region. You can have a look at what locations we are active in via the button below.

Do you offer a relocation package and visa sponsorship?


For applicants relocating to our German or Dutch offices, we provide relocation support to help you in your relocation journey.

How should I prepare for an interview?

Please go through the job description once again and be ready to ask your questions to help yourself better understand if our environment matches your expectations.

You can visit Instapro Group's other web spaces, such as our LinkedIn page, to get a feel for our vibe.

What does an interviewing process generally look like?

Our interviewing processes can slightly differ depending on the department. The three things that are consistent across every process are a talk with the hiring manager in the early phase of the process, a team interview in the middle, and a culture interview at a later phase of the process. To find out more about our cultural values, you can click here.