Call Center Agent — Job Description & Salary in Germany

[Company name], a [outsourced call center / in-house customer service team] for [industry] based in [city], is looking for a Call Center Agent for [inbound customer service / outbound telesales / appointment setting / a mix of both] on a shift-work basis.

Mission

As a Call Center Agent, you handle [X] calls per shift through our ACD system [Genesys / Avaya / Aircall / other system], hold the agreed Average Handling Time (AHT) target of [X seconds], and [take inbound customer queries / book appointments / actively sell Product X]. You report to the [Team Lead / Shift Lead / Head of Customer Service].

Key responsibilities

• Taking or making [X] calls per shift at a [e.g. 70/30 inbound/outbound] ratio, staying on script while keeping the conversation sounding natural.
• Holding the AHT target of [X] at a first-call resolution rate of at least [X%].
• Logging every call in the CRM or ticketing system [Zendesk / Salesforce / proprietary system] during or immediately after the call.
• Taking part in shift planning, including evening or weekend rotations, in line with the Working Hours Act (Arbeitszeitgesetz).
• On outbound calls: objection handling, appointment setting or closing according to the given script.
• Flagging recurring customer issues or script weaknesses to the team lead or quality management.

Profile

• Required: some prior experience in a phone-based or strongly customer-facing role; German C1 spoken, with clear phone diction that's easy to follow; availability for shift work including [evening / weekend slots]; resilience under high call volume.
• Desired: experience with an ACD or dialer system; outbound sales or appointment-setting experience, where relevant to the role; a further language [English, Turkish, Polish, others].
• Disqualifying: unwillingness to work shifts; unclear phone voice in the interview; unwillingness to have calls recorded for quality purposes.

What we offer

• Gross annual compensation: fixed [25-34] k€ depending on experience. [If there's an outbound component: additional commission on appointments or closed deals, details in the interview.]
• Model: [full-time / part-time, shift work Mon-Fri / including weekends, on-site in [city]].
• Benefits: [shift premiums, commuting allowance, company pension, internal progression to team lead].
• Stack: [ACD system, CRM/ticketing system, headset equipment, quality-management software].