Customer Service Agent – Payments & POS Solutions

About Sutherland

Sutherland is a global leader in digital transformation and customer experience services. We support international brands in delivering outstanding customer experiences through innovative solutions and professional support.

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 while ensuring professional assistance and high customer satisfaction.

Your Responsibilities

• Handle calls, emails, and tickets in line with SLA requirements
• Provide phone and written support for card terminals and ATMs
• Assist with installations, terminal replacements, and activations
• Analyze and resolve technical and commercial inquiries, including troubleshooting, error codes, and connectivity issues
• Escalate complex cases and maintain accurate documentation in the ticketing system
• Support portal access requests and selected back-office activities

Your Profile

• Very good German skills (C1) and English at B1 level
• Previous experience in customer service or technical support is required
• Interest in technical topics and a structured way of working
• Customer-oriented, solution-driven, and able to work under pressure
• Confident using phone, email, and ticketing systems

Nice to Have

• Experience in payments, POS, or financial services environments
• Basic knowledge of Excel and ticketing systems

What We Offer

• Attractive salary package with bonus system, food vouchers
• Permanent employment contract and 21 days paid vacation
• Additional health and life insurance
• Food vouchers
• Paid training and clear career development opportunities
• Modern work environment, team events, and recognition programs
• We look forward to receiving your application and will be happy to get in touch with you.

All your information will be kept confidential according to EEO guidelines.