Customer Service Representative (m/f/d)

Introduction

We are looking for new colleagues! Migrando is a Legal Tech company from Cottbus. Our mission is to make the complicated and time-consuming process of naturalization more efficient and customer-friendly. With our expertise in immigration law, our legal competence, and a strong team of numerous employees, we successfully support thousands of clients on their path to German citizenship. It's best to get an insight yourself at migrando(.)de/karriere, our career page. Because we can write whatever we want here, in the end it remains a boring introduction.

We don't care what certificates you have or where you studied. What interests us: What can you really do? Someone who has worked in practice for years and gained hands-on experience brings more than any course completion. If you are curious, do not shy away from responsibility, and are eager to continuously develop, we want to get to know you.

What We Offer You

• Clear Focus & No Cold Calling
  You won't call anyone unsolicited. You will exclusively support warm leads from people who have contacted us and truly want our help.
• Modern Sales Structure Instead of Excel Chaos
  We work digitally and systematically (e.g., HubSpot). No paper clutter, but smart processes that make your work easier.
• No Call Center Feeling
  With us, there are no assembly line conversations, no strict scripts, and no anonymous open-plan offices. You work at an individual workstation in a modern old building office.
• High-End Hardware of Your Choice
  Whether it's a MacBook Pro or a Windows Tower. You get the machine on which you perform best.
• Large Reach
  Over the years, we have already reached many people with our platform. This large amount of traffic allows us to have many hot leads that make your daily work a success. (15,000 website clicks per day, approx. 750 leads per day)
• Competitive Salary & Security
  We value your performance with fair, good pay and offer you long-term prospects in a permanent employment contract.
• In-house Feel-Good Manager
  Fancy a massage? Our full-time Feel-Good Manager provides short breaks and relaxation offers in between.
• Working in the Heart of Cottbus
  Central location, great VBB public transport connection, and employee parking spaces right around the corner. Short commutes for a relaxed everyday life.
• Legendary Team Events & Appreciation
  We are convinced: Sales only works together. There is no cutthroat mentality here – but cool events and genuine appreciation in everyday life.
• Small Teams Instead of Open-Plan Offices
  You work in manageable teams where people know each other and quickly get into conversation.
• Ergonomic Workstation with Modern Equipment
  Back-friendly chair, height-adjustable desk, two large monitors, a high-quality headset, a powerful laptop, and a quiet environment.
• Home Office Option
  We fundamentally work in the office because collaboration and exchange on-site are important to us. At the same time, home office is possible at any time. Even spontaneously and without lengthy coordination.
• Trust-Based Working Hours Without Core Hours
  With us, there are no prescribed time slots during which you must be present.
• Flexible Part-Time Models
  Whether it's a 4-day week, 30 hours, or an individual model. Your job should fit your life, not the other way around.
• Take Spontaneous Vacation
  Sometimes you just need a break. We plan our teams so that spontaneous days off are also possible, without stress or guilt.
• Family-Friendly Culture
  Sick children, parent-teacher evenings, or short-notice doctor's appointments – we know that such situations are part of everyday life. Family and health take priority here.
• Short Communication Channels
  With us, you don't have to navigate through hierarchies or write long emails to be heard. You can speak directly with colleagues, team leads, or management at any time. Decisions are made quickly, communication is direct, and no one sits in an ivory tower.
• Shape Instead of Just Execute
  We are looking for colleagues who think along. If you have an idea on how a process can be improved, a tool would be useful, or a workflow could function more smartly, then you will be heard.
• Meaningful Work
  Your activity has a direct impact on people's lives. You help them to arrive in Germany, find security, and start a new chapter. This is not dry office work – it is work with real meaning and tangible impact.
• Fitness Room On-Site
  Our own fitness room is available to you directly in the building – free of charge, well-equipped, and accessible at all times.

Possible Areas of Responsibility

• First Point of Contact Across All Channels
  Whether by phone, ticketing system, or social media: You are the voice of Migrando and provide quick and friendly assistance, no matter where the inquiry comes in.
• Answering Questions About Naturalization
  You provide information about our services and explain how the path to citizenship works with us.
• Status Updates on the Procedure
  You check the system to see where a case currently stands and explain the next step in a way that someone without specialist knowledge can understand.
• Explaining in Simple Language
  Many of our clients are just learning German. You will find words that resonate and are happy to repeat them a second time.
• Active, Empathetic Listening
  You not only hear what is asked, but also recognize what lies behind it and address it directly.
• Scheduling and Managing Appointments
  You coordinate callbacks and appointments and keep track of who expects feedback and when.
• Requesting Missing Documents
  You kindly remind people about outstanding documents and explain why they are needed.
• Clean Documentation in Our Systems
  You record what was discussed, including feedback, complaints, and solutions. This ensures all colleagues have the same information.
• Interface to Case Management and the Legal Team
  If a question goes deeper, you forward it cleanly, provide the context, and ensure that no one has to explain the same thing twice.
• Handling Complaints and Dissatisfaction
  If someone is impatient or disappointed, you remain calm, take it seriously, and find a solution together.
• Identifying Patterns and Initiating Improvements
  If the same question comes up repeatedly, you report it. From this, we build better information so that the problem doesn't arise in the first place.

Your Profile

• Experience in Customer Service or Desire for It
  Have you worked in service before? Perfect. Are you a career changer with a passion for good customer contact? Just as welcome.
• Enjoy Contact with People
  You enjoy talking on the phone, listen actively, and are not afraid to be in conversation all day.
• Patience and Endurance
  Some questions come up for the third time. For you, this is not a problem, but normal.
• Empathy and Intercultural Openness
  You work with people from very different countries and walks of life and treat everyone with equal respect.
• Clear, Simple Communication
  You can explain complex matters so that they are understandable even without prior knowledge, both on the phone and in writing.
• Good German Language Skills in Speaking and Writing
  German is your daily work tool. Any additional languages are a real plus.
• Customer Orientation and Team Spirit
  You combine both: You genuinely want to help people on the phone and at the same time work well with your colleagues.
• Reliability and Structure
  You maintain an overview even when many inquiries are coming in simultaneously, and you don't forget any feedback.
• Calmness in Stressful Moments
  When things get hectic or someone is upset, you remain objective and friendly.
• Confident PC Skills
  Email, telephone system, and ticketing system are not new to you. Experience with CRM systems like HubSpot is a plus, but not a must. We will show you everything.
• Carefulness in Documentation
  You record what was discussed because the work of your colleagues depends on it.
• Discretion
  You handle sensitive data responsibly. Confidentiality is a matter of course for you.
• Willingness to Learn
  You don't need prior legal knowledge. But you do need an interest in learning.
• No Formal Requirements
  You don't need a degree or ten years of professional experience. Even if only half of this applies to you: Apply. What's next?
  Simply apply online, upload your resume, and perhaps we'll be having coffee together in the office soon. Don't stress about certificates – just show us what you can do.