Call Center Agent (English)
You support customers through phone, email, and chat. The work is structured, KPI-driven, and confidentiality-focused. This page describes realistic expectations for English-speaking candidates on Germany-based service projects.
Minimum wage reference (gross)
Germany statutory minimum wage is €13.90 gross/hour from January 1, 2026. Any project must comply at least with this baseline.
*Illustration only (40h/week). Actual monthly gross depends on paid hours, shifts, supplements, project pay scale, and deductions (tax/social security). All figures on this page are gross (brutto).
Core responsibilities
- Handle customer requests in English via phone, email, and chat; keep tone professional and solution-oriented.
- Document every interaction in CRM; follow scripts, workflows, and escalation rules.
- Verify customer identity where required; protect personal data (GDPR) and follow confidentiality rules.
- Coordinate with second-line teams and supervisors; escalate blockers early with clear notes.
Typical call center KPIs
- Quality score (script compliance, accuracy, empathy, correct tagging)
- CSAT / customer satisfaction results
- AHT (average handling time) balanced with quality
- FCR (first contact resolution) where applicable
- Reliability (attendance, punctuality, schedule adherence)
KPIs and thresholds vary by client and project. We discuss exact targets only after CV screening.
Detailed expectations (screening-ready)
- CV in English (PDF preferred) with clear employment dates, tasks, and tools — required for review.
- English level: strong spoken and written communication; ability to write structured case notes.
- Customer handling: calm under pressure; de-escalation skills; attention to detail.
- Tools: confidence with CRM/ticketing and basic office software; accurate data entry.
- Compliance mindset: confidentiality, identity checks (when required), and process discipline.
- Schedule readiness: shift work may apply (early/late), including weekends depending on the service line.
Short portrait of a strong candidate
- Writes clear English notes (what happened, what you did, what you promised, next step).
- Understands that “fast” without “accurate” fails the job; balances AHT with quality.
- Uses checklists, templates, and tagging consistently; never “forgets” documentation.
- Knows how to escalate: includes context, evidence, and a concrete question.
- Maintains customer tone even in conflict; de-escalates instead of arguing.
A call center environment is structured: headset, scripts, workflows, and audits. Reliability and process discipline are usually the fastest way to stand out.
Prepare these before applying
- CV in English (PDF) + reachable phone/email
- Passport scan + current location (country/city)
- Short project list: client type, channels (phone/email/chat), tools used, KPIs
- Certificates (if any) relevant to customer service or compliance training
Good documentation reduces verification cycles and improves response quality.
- Create/Upload your CV: mavial.pl/en/cv.html
- Send your profile via the contact page: mavial.pl/kontakt.html
- We review fit, verify documents, and contact you if the profile matches active demand.
No CV — no review. This rule protects processing time and ensures consistent screening.
Up-to-date working model (high-level, non-legal)
Some Germany-based projects are delivered with operational support from a Polish employer. In practice, this can mean employment coordination, onboarding, and documentation handled by the Polish company while the work is performed in Germany under Germany-site rules.
- Structured onboarding and role expectations (channels, scripts, escalation)
- Project coordination and supervisor contact points
- Document checklist and verification before deployment
- Clear statement that Germany statutory rules must be respected (e.g., minimum wage baseline)
- Immigration/work eligibility is case-by-case, especially for non-EU candidates.
- Pay conditions must meet legal baselines in Germany; deductions depend on individual circumstances.
- Working time rules, safety, and client compliance apply on-site (including audits and QA).
For non-EU candidates, English alone does not create work permission in Germany. A lawful residence/work pathway must exist and can be more realistic for skilled profiles. This page is informational and is not legal advice.
How this role typically starts and stabilizes on a project
- Week 1: tools access, script training, identity-verification rules, and supervised practice sessions.
- Week 2: “nesting” period (you handle real contacts with active QA feedback).
- Weeks 3–4: KPI ramp-up; you’re expected to document consistently and escalate correctly.
- Month 2: more complex cases, fewer escalations, stronger ownership of customer outcomes.
Exact onboarding differs by client. The purpose here is transparency: you will be judged on discipline, accuracy, and customer handling—not only on English.
Questions candidates ask before applying
We avoid overpromising. Final terms depend on the project, your profile, and document verification.
Related roles
Explore adjacent roles to broaden your options.
Back to Germany jobs index