German B2C (C1 spoken level) Outbound Caller

Position Overview We are seeking a fluent German speaker to join our team as an outbound caller. The primary responsibilities will be to confirm customer details by phone and to confirm purchase requests of goods and products offered by the Principal during calls, following the provided scripts and procedures. This role is ideal for someone with excellent communication skills, attention to detail, and a proactive approach to customer engagement. Key Responsibilities: Phone-based confirmation of customer details of purchase requests (in line with assigned requests and the provided procedure/script) Phone-based confirmation of purchase order requests offered by the Principal (in line with the provided script and compliance rules) Achieve a minimum of 50 tickets per hour or 10 successful customer detail confirmations per hour (as applicable to the campaign) Record all call outcomes accurately in the designated system Adhere strictly to compliance: confirmations actions must only be completed after direct contact with the customer/requestor Report any unaccounted idle time and technical issues in the designated communication channel Compensation & Working Hours: Standard hourly rate as agreed between parties; includes paid training and break times Available operational hours to choose from: 08:00–20:00, Monday to Sunday Call Agents provide their shift availability each Friday before 14:00 (local time) for the next week Weekend work (Saturday and Sunday) is paid at 150% of the standard rate For privacy reasons we use only Manual time logging, not the timetracker. Bonus payments for weekend work are processed promptly upon correct time logging Compliance & Quality Standards: It is strictly prohibited to complete confirmations/sales actions without prior direct contact with the customer/requestor Unreported idle time or technical issues are the responsibility of the agent and may impact compensation All communication and data entry must be accurate, professional, and compliant with the Principal’s policies and instructions Any behavior involving false, misleading, or unethical information is grounds for immediate contract termination Data Protection, Confidentiality & GDPR/RODO Requirements (EU): This role involves processing personal data (e.g., names, phone numbers, delivery/customer details, order/request details). The agent must follow EU GDPR/RODO standards and the Principal’s internal procedures. 1) Processing instructions / roles The agent will process personal data only to perform the assigned phone-based confirmations and sales activities, and only using the Principal-provided tools, scripts, and instructions. The agent must not use the data for any other purpose (including personal use, lead generation, or external contact lists). The agent must immediately escalate any unclear instruction or unusual request involving personal data. 2) Access control & security Use a private, secure work environment (no third parties able to hear/see customer data). Use strong passwords and device lock (PIN/password), and keep OS/browser updated. Do not share logins. Use only authorized accounts provided by the Principal. 3) No local storage / no unauthorized copies No downloading, exporting, photographing, screen-recording, or copying personal data outside the Principal’s systems. Do not store customer data in personal notes, files, spreadsheets, email, or messaging apps. Any temporary notes must be avoided; if exceptionally required by the Principal’s process, they must be immediately transferred to the Principal’s system and then deleted. 4) Communication channels Do not share personal data (names, phone numbers, addresses, order IDs) in group chats or informal channels unless the channel is explicitly approved by the Principal for personal data and access is restricted on a need-to-know basis. When reporting issues, use anonymized references where possible (e.g., internal ticket/case ID). 5) Call recordings Call recording is allowed only if enabled/required by the Principal’s system and compliant with applicable law and the Principal’s policy. The agent must not record calls using personal tools/apps. 6) Incident / breach reporting Any suspected data incident (e.g., wrong recipient disclosure, lost device, unauthorized access, phishing, accidental export) must be reported immediately to the designated supervisor/Principal contact, with all relevant details. 7) End of contract obligations Upon termination, the agent must immediately cease processing and confirm that no personal data is retained locally or in any personal accounts. Cross‑Border / Outside EU‑EEA Work (Additional Requirements) Agents may perform the work from outside the EU/EEA. In that case, the agent agrees to the following additional requirements: Location transparency: the agent must provide their country of work location before starting and inform the team of any changes. Approved access only: the agent may access personal data only through the Principal-approved infrastructure and access methods. No public/shared networks: work must not be performed over public/shared Wi‑Fi (e.g., cafes, airports, coworking open networks). Use a trusted private connection. No third‑party access: the agent must ensure no third party (including family members, roommates, or coworkers) can view screens, hear calls, or access devices/accounts used for the work. Local law awareness: the agent must notify the team if any local legal restriction could affect confidentiality, data protection, or the ability to follow the Principal’s instructions. Principal safeguards: the agent agrees to comply with any additional safeguards or restrictions required by the Principal for cross‑border processing (e.g., VPN use, device requirements, restricted copy/paste, session monitoring, or access limitations). Requirements: Fluent in German (spoken C1) Excellent communication and interpersonal skills Experience in outbound calling, telesales, or customer service preferred Reliable internet connection and suitable work environment Ability to work independently and as part of a remote team Ability to follow GDPR/RODO-aligned procedures, confidentiality requirements, and cross-border access rules Term & Termination: This agreement is valid from the date of signing until terminated by either party Immediate termination may occur in case of gross misconduct, breach of compliance, breach of confidentiality/data protection requirements, or provision of false/misleading information Acceptance: By accepting this proposal, you agree to the terms outlined above and commit to upholding the standards and responsibilities required for this role. Contract is subject to availability demand. By applying to this job, you acknowledge that we will process your application data (e.g., CV, language skills, work history, availability, and interview notes) for recruitment/vendor selection, onboarding coordination, and project delivery. Your application data may be shared with the Principal (our client) strictly for these purposes. We do not use your data for unrelated marketing and we do not share it with unauthorized third parties. Upwork policy: Please do not share direct contact details (phone number, email address, external messaging handles) before an Upwork contract is signed. If contact details are required for onboarding, they will be requested only after contract start through the approved onboarding process. You may request access, correction, restriction, or deletion of your data at any time by messaging us via Upwork.