Position: CUSTOMER SERVICE AGENT – EU MARKET SUPPORT
Salary range: Between $2,100 - $3,350 NZD (5,000–8,000 PLN/month gross) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.)
Working Hours: Sunday to Thursday | EU Business Hours (8:30am–5:00pm or 9:00am–5:30pm CET)
Work set-up: 100% Remote work (Independent Contractor Agreement)
Holidays: To be determined
Recruitment process: possible multiple client interviews and assessment
When applying, kindly include the following:
- A 1–2 minute video introduction in German (please share the video link)
- An updated resume/CV in English
OVERVIEW
We are partnering with a fast-growing international consumer products company seeking a customer-focused and hands-on Customer Service Agent to support global customers across multiple regions. This role is ideal for someone who enjoys working in a fast-paced remote environment, balancing day-to-day customer support with team collaboration, coaching, and operational support. The successful candidate will play a key role in delivering a high-quality customer experience while helping maintain service standards and supporting continuous improvement initiatives.
Key Responsibilities
- Provide customer support via phone, email, chat, and ticketing systems in English and German
- Manage customer escalations and complex enquiries professionally and efficiently
- Handle support tickets directly in a hands-on player-coach capacity
- Support and coach remote customer service agents
- Monitor SLAs, queue performance, and response times
- Provide operational updates, reporting, and customer service insights
- Work closely with internal teams to improve processes and customer satisfaction
- Assist customers with product, order, warranty, and troubleshooting enquiries
- Maintain accurate customer records and case documentation
What We’re Looking For
- A calm, professional, and customer-focused communicator
- Someone who takes ownership and follows through on issues
- A team player who enjoys both customer support and mentoring others
- Adaptable and confident working in a fast-paced environment
- Someone who genuinely values delivering an excellent customer experience
Requirements
Key Requirements
- Fluent in English and German (written and verbal)
- French language skills are a strong advantage
- Proven customer service experience, ideally within eCommerce, retail, or product-based industries
- Experience handling escalations and high-volume customer interactions
- Strong communication, problem-solving, and conflict-resolution skills
- Ability to work independently in a fully remote environment
- High attention to detail and strong organizational skills
- Comfortable using customer service and eCommerce platforms such as:
- Shopify
- Gorgias
- Zendesk
- Aircall
- Reliable internet connection and dedicated home office setup
Preferred Systems Experience
- Shopify
- Gorgias
- Zendesk
- Aircall
