Call Center Agent

About the Company

EOS Deutscher Inkasso-Dienst GmbH is dedicated to creating equitable and lasting payment solutions by fostering empathy, respect, and teamwork among its employees. The company provides a contemporary working environment combined with structured training programs and promotes a culture that values diversity and inclusion. Employees collaborate to assist customers in achieving a fresh financial start while balancing the interests of their clients.

Role Overview

As a Call Center Agent (m/w/d), your primary duty will be to engage with debtors over the phone to negotiate reasonable and sustainable payment arrangements. You will employ strong interpersonal communication skills and empathy to defuse difficult conversations, deliver customer-focused solutions, and support team objectives.

Key Responsibilities

• Conduct empathetic telephone interactions with debtors.
• Negotiate fair and sustainable payment plans.
• Develop solutions beneficial to both customers and clients.
• Maintain composure and professionalism during challenging discussions.
• Apply de-escalation methods to effectively handle customer concerns.
• Adhere to a structured shift schedule and utilize modern IT and company software.
• Comply with company policies and communication standards.
• Participate in comprehensive onboarding and training programs.
• Collaborate with colleagues to meet performance targets.

Work Schedule and Location

• Workdays: Monday through Friday.
• Shift hours: Between 7:30 AM and 6:00 PM.
• Shift schedules planned four weeks in advance.
• Hybrid work model: initial training onsite, followed by 2 to 3 days in office and remaining days remote.

Required Qualifications

• Native-level proficiency in German.
• Strong communication and interpersonal skills.
• Capability to calmly manage difficult conversations.
• Proficiency in de-escalation and conflict resolution.
• Solution-focused approach and strong orientation toward achieving results.
• Familiarity with Microsoft Office and general IT systems.
• Openness to learning new software and technologies.

Preferred Experience

• Commercial or business background.
• Previous experience in a call center environment.
• Background in customer service or support roles.

Benefits

• Bright and modern office near Berlin Südkreuz.
• Hybrid working flexibility.
• Structured onboarding and thorough training programs.
• Predictable and advance-planned work schedules.
• Supportive, collaborative team culture.
• Access to modern technology and workplace equipment.
• An inclusive work environment emphasizing diversity and respect.
• Opportunity to contribute positively to social impact by helping individuals achieve financial stability.

Employment Details

• Position: Call Center Agent (m/w/d).
• Employer: EOS Deutscher Inkasso-Dienst GmbH.
• Location: Berlin, Germany.
• Work Type: Hybrid model.
• Working days: Monday to Friday.
• Work hours: Shift-based between 7:30 AM and 6:00 PM.