This is a permanent role with a 4-hour workday, Monday to Friday, in a hybrid setup.
Schedule: one of the following windows, Sofia time – 10:00–14:00, 11:00–15:00, or 12:00–16:00.
Work model: 3 days in the office, remaining days remote.

What you will do

• In all matters be a professional dormakaba representative and aim to create an outstanding customer experience
• Handle inbound calls from B2B customers in Germany reporting technical issues with dormakaba doors, access systems, and software.
• Assess each request and capture the details needed to resolve it: customer data, service address, door ID, and a clear description of the issue.
• Open and update service tickets with accurate records in Zendesk, SAP, and Telia.
• Coordinate with 2nd -and 3rd level support and arrange technician visits when needed.
• Communicate clearly and professionally with customers, including de-escalating complaints and difficult calls.

What we require

• Previous experience in Customer Support or Sales roles.
• Fluent German (C1), written and spoken.
• Good English (B2), written and spoken.
• Strong communication skills and a customer-first approach.
• Service mindset and solid problem-solving.
• Demonstrated soft skills and de-escalation techniques.
• Confident use of Microsoft Office and experience with CRM and ERP tools (SAP is a plus).
• Prior B2B customer service experience (phone or email) is an advantage.

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust.
• Attractive remuneration package.
• 25 days paid annual leave.
• Additional health insurance.
• 102.26 EUR food vouchers.
• Public transportation card.
• Multisport card.
• Free lunch at the office.
• Employee referral program.
• Training and mentorship programs.
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places.

With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact.

At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!