Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today’s experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking, and more.

About the Role We are looking for a dedicated Customer Service Agent to manage the entire customer journey and deliver exceptional service. You will be the first point of contact for our customers, ensuring smooth onboarding, timely issue resolution, and strong relationships that drive satisfaction and loyalty.

What you’ll do

• Handle incoming calls, emails and tickets from merchants and partners; triage and prioritise work to meet SLAs.
• Provide telephone and written support for card payment terminals and ATMs, including guidance during merchant interactions.
• Support installation requests and terminal exchanges: schedule activations, create RMAs, issue return labels and coordinate logistics with vendors and couriers.
• Diagnose and resolve technical and commercial inquiries; perform error analyses and basic troubleshooting (connectivity, error codes, device faults) and escalate complex issues with clear diagnostic detail.
• Help merchants with portal registration and access.
• Respond to all types of merchant inquiries via calls, emails and tickets; ensure flexibility to support peak periods and urgent requests.
• Aim to resolve eligible issues within a 4‑hour target and proactively keep customers informed of progress and next steps.
• Accurately document processed transactions, incident details and case notes in the ticketing system to maintain a clear audit trail.
• Support related back‑office tasks such as invoice and payment queries, onboarding/deboarding requests and master data updates when required.

Who you are

• Fluent in German — spoken and written (required).
• English on B1.
• Strong interest in technical contexts and an ability to perform root‑cause checks and basic diagnostics.
• Exceptional customer service orientation: calm, patient and solution focused.
• Comfortable working across phone, email and back‑office channels, and adaptable during peak times or shifting priorities.
• Detail oriented with strong organisation and documentation habits.

Nice to have

• Experience with ticketing systems and basic Excel skills.
• Previous customer support experience preferred, ideally in payments, POS/terminal or hardware support.
• Additional European languages.