Customer Care Agent (deutschsprachig – all genders)

About the Position

Customer Care Agent (deutschsprachig – all genders)

Location: Prishtina, XK

Employment Type: FULL_TIME

Date Posted: 2026-09-14

About the Company

NFON AG is Europe's trusted partner for AI-powered business communication. With their integrated portfolio of solutions for business telephony, intelligent assistants, and customer engagement, NFON helps companies shape their communication through secure, scalable, and AI-based technologies. NFON combines European innovation with local market presence, transforming the future of intelligent business communication "Made in Europe".

About the Position

Are you communicative, service-oriented, and able to maintain an overview even with a high volume of inquiries? In this role, you will be the first point of contact for our customers and ensure that every inquiry is handled quickly, reliably, and with high quality.

You will handle technical customer inquiries via phone, email, and ticket system, qualify them in a structured manner, and resolve standard inquiries independently. Through clear communication and thorough documentation, you will ensure a consistently positive customer experience.

Join our team at the NFON Kosovo Hub in Prishtina and actively shape a scalable and excellent customer experience. The position is full-time with regular office hours at our location in Prishtina – hybrid work is possible.

Responsibilities

• Handle technical customer inquiries in Customer Care via phone, email, and ticket system.
• Qualify and categorize incoming inquiries, prioritize tickets according to defined SLAs, and ensure timely processing.
• Resolve standard inquiries and known issues independently using documented solutions.
• Document all processing steps, solutions, and customer interactions completely and comprehensibly in the ticket system.
• Take proactive communication with customers, including telephone contact.
• Escalate complex technical inquiries in a structured manner with all relevant information to our Senior Customer Care Engineers.
• Actively contribute to knowledge management and document recurring solutions.
• Identify patterns in tickets and initiate improvements in processes and services.

Requirements

• Completed commercial or technical education, as well as at least 2 years of experience in technical customer support, customer care, IT support, or similar.
• Enjoy direct contact with your team, partners, and customers, and enjoy building professional, trusting relationships.
• Basic understanding of SLA-based support processes and ticket management.
• Experience with ticket systems (e.g., OTRS, Microsoft Dynamics, or similar).
• Technical understanding in the field of telecommunications, VoIP, or cloud solutions is advantageous.
• Communicate clearly, friendly, and solution-oriented – even in challenging customer situations.
• Work independently, prioritize effectively, and maintain an overview even with a high volume of inquiries.
• High service orientation and quality standards characterize you.
• Excellent German skills in speech and writing (C1 or native level) and proficient English skills round off your profile.

We Offer

• Look forward to a fair and appropriate salary.
• Comprehensive health insurance for you and your family.
• Professional and confidential psychological counseling (via OpenUp).
• 22 vacation days.
• The opportunity to work from home up to 2 days per week.
• Work remotely up to 20 days per year from anywhere.
• Work in a cozy, modern office with high-quality hardware equipment.
• Choose your preferred work device: Windows laptop or MacBook.
• We cover the costs for e-learning courses to support your professional development.
• Look forward to organic fruit baskets, a smoothie bar, high-quality coffee, mate, and much more.
• We are "Certified Family Friendly" and support a healthy balance between work, family, and private life.
• Become part of an agile organization where your ideas matter and you can take on responsibility.

About the Company

Who or what is NFON?

NFON AG, headquartered in Munich, is Europe's trusted partner for AI-powered business communication. With their integrated portfolio of solutions for business telephony, intelligent assistants, and customer engagement, NFON helps companies shape their communication through secure, scalable, and AI-based technologies. With subsidiaries in Germany, Austria, the United Kingdom, Italy, Spain, France, Poland, Portugal, and Kosovo, NFON combines European innovation with local market presence and transforms the future of intelligent business communication "Made in Europe".

What we do...

As a long-term partner for medium-sized companies, we combine technological innovation with user-friendly and efficient business communication solutions. With AI-powered technologies and operational excellence, we enable companies to harness the full potential of artificial intelligence – for optimized processes, precise customer interactions, and new growth opportunities. With our core product, the smart cloud communication platform, we offer uncomplicated voice calls, easy video conferences, and seamless integration of CRM and collaboration tools for small and medium-sized enterprises. All cloud services of NFON are operated in certified data centers in Germany, whose energy needs are 100% covered by renewable energies.

How we work...

Our vision is to rethink business communication, inspire and connect people to grow sustainably together. What do we need for that? Pragmatic ideas and above all people who do not let themselves be discouraged and bridge the last mile to the goal. If Plan A fails? The alphabet still has 25 other letters to offer. The basis of our actions is always respect. Whether dealing with colleagues, partners, or customers: We value the commitment of others and are open to different opinions. Even if every person pursues individual and personal milestones – what matters in the end is our success as a team. We always see ourselves as part of a whole and learn from each other.

Diversity is our most important concern.

NFON is an equal opportunity employer and does not discriminate on the basis of ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.