German Speaking B2B Technical Support Specialist (Budapest, Hungary)

Job Title: German Speaking B2B Technical Support Specialist

Location: Budapest, Hungary (Hybrid)

Custom Connect is a Business Process Outsourcing (BPO) company specializing in creating customer experiences. With offices on three continents, we deliver onshore, nearshore, and offshore solutions. Our international footprint enables us to support partners in Europe, Africa, North America, and Oceania with multilingual, flexible, and efficient customer engagement.

The company blends cutting-edge technology, smart analytics, global talent, and a collaborative mindset to achieve one goal: bringing organizations and customers closer through meaningful dialogue.

• International & multilingual: Active on three continents, delivering multilingual services to support diverse markets and customers worldwide.

• Flexible & solution-oriented: We quickly adapt to partner needs with agile, efficient, and future-ready customer contact solutions.

• Passion for customer dialogue: We combine human interaction and innovation to create seamless, high-quality customer experiences.

• Responsible & sustainable: We value people and the planet, ensuring ethical, secure, and socially responsible business practices.

The Hungarian Customer Operations Team
We believe Budapest can become an important location for delivering great customer partnerships.
From a business perspective, the advantages are equally compelling:

• Strong English proficiency
• Impressive multilingual capability across European languages
• Analytical and technical depth
• EU regulatory alignment
• Commercially sustainable cost structures

Currently our Hungarian team is supporting one of the biggest telecommunications company in Switzerland from Budapest, where the language requirement is C1-level German. We're still at early stages as we're in the middle of increasing the number of colleagues we have, meaning we currently have several open vacancies in this specific role. We're working hard to enroll company-wide ways of working and to introduce local processes and widen the list of our employee benefits. If you're keen to be part of a journey which has just started and motivated to grow in your role in a fast pace, we believe this role will be interesting for you.
What You’ll Be Doing

• Phone calls - You'll be answering incoming phone calls from Swiss customers related to their IT problems (network, mobility, hardware)

• Care to Sales – Close to end of your probation you'll be trained in a so-called Care to Sales activity where you'll be able to identify customers who would benefit from switching products or extending their subscriptions. This will be a task everyone will need to proactively do where we'll provide all the necessary training for it. Please note this role includes Care to Sales element but isn't a Sales role!

• Case follow-up - You'll be following up on open cases making sure the customer has received the required solution

• Cross-functional collaboration - You'll be in touch with a team of experts discussing cases where additional support is required

• Providing exceptional service – Your performance will be measured alongside KPIs such as Customer Satisfaction, First Contact Resolution, Call Quality, Handled Calls, Dispatch Rate

• Assisting new colleagues – The longer you're on the account the more you'll be asked to help your new colleagues with their questions; especially during their first couple of weeks on calls

• Improvement ideas - You're expected to challenge our way of working and proactively share ideas around our internal tools and knowledge bases for us to see what we can improve and update

Who You Are

• Language skills - You have C1-level German skill for your daily work and at least B-level English for internal company communication

• Technical background – You have prior experience in customer service or any similar IT services; hospitality background can count if you have provable IT skills

• Customer oriented mindset – You thrive to provide exceptional service for customers; a service which you would expect as well as a customer yourself

• Strong empathy - You understand that customers can be sometimes upset about their problems; you assist them with patience and empathy

• Willingness to learn – You will be learning different modules throughout your journey where at times some require longer time to be mastered; you have patience and understand that knowledge comes with practice and time

• "Start-up mindset”- You understand building a new team takes lot of effort and often comes with changes; you're open to changes in direction and can adapt easily if all tools are given for it

• “One of us” mindset – You know how to be part of a team by helping your colleagues whenever you feel like you know something better and can share knowledge with someone; you'll also be expected to hold side by side listening sessions with new colleagues on training

Perks of the job

• Competitive base salary (range starts from monthly gross 700.000 HUF)

• Monthly SZÉP card budget

• Monthly Home office budget

• Travel and Vision budget

• Referral Bonus

• Weekly 2 days of Home office (post-probation)

• Central office location (Corvin-negyed)

• Modern office environment (including free coffee, snacks, fizzy drinks)

Our Process

• Pre-screening call with our Talent Acquisition Specialist (30 mins)

• Hiring Manager Interview (45 mins)

• Client-led Language Test (30 mins)

Let's start the dialogue
If you are interested in this role, please don’t shy away applying for it! During our first discussion we would talk more about the opportunity.

Diversity of Thought
Great ideas are shaped by diverse perspectives. As part of our commitment to fair and inclusive hiring, we welcome candidates regardless of their background, identity, or experience. If you see yourself succeeding in this role, we encourage you to apply.