Bilingual Customer Support Agent (German & English)

We are seeking experienced, customer-focused Multichannel Support Agents to handle Voice, Email, and Live Chat interactions for a rapidly growing e-commerce company operating in Europe.

In this role, you will be the front-line brand representatives, delivering high-quality, timely, and professional support to the customers.

What You'll Do Handle customer inquiries via call, email, and chat in accordance with defined SLAs.

Provide accurate, clear, and empathetic responses across all channels.

Manage multiple conversations simultaneously (especially chat and email) while maintaining quality.

Resolve customer issues independently where possible and escalate complex cases appropriately.

Accurately document interactions in CRM/ticketing systems.

Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.

Maintain professionalism and consistency when representing the brand across different markets.

Schedule & Availability Europe Business Hours (Equivalent to CET)

Reliable availability during peak seasonal periods is essential.

What We Offer 100% remote work

Collaborative and supportive global environment

Exposure to international clients

Opportunities for growth and development

What We’re Looking For

Language Requirements Native or near-native proficiency in (MUST) German and English.

Customer Support Experience 2+ years experience in a multichannel customer support role (voice, email, and live chat)

Prior experience supporting consumer-facing or e-commerce brands is strongly preferred.

Comfortable working in environments with variable and seasonal volumes.

Communication & Soft Skills Excellent verbal and written communication skills.

Strong active listening and empathy.

Ability to explain processes and solutions clearly and confidently.

Culturally aware and comfortable supporting customers across different regions.

Calm, professional, and solution-oriented under pressure.

Technical & System Skills Experience using CRM, ticketing, and telephony systems. Prior experience using Zendesk would be a strong advantage.

Strong computer literacy and ability to learn new tools quickly.

Accurate documentation and attention to detail.

What Makes You a Great Fit Prior experience working with international customer

Highly organized and self-disciplined.

Comfortable managing workload independently.

Flexible and adaptable to changing volumes and priorities.

Strong sense of ownership and accountability.

Professional, dependable, and brand-focused.

Ideal Work Setup System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)

RAM: Minimum 8GB

Processor: Intel Core i5 or higher

Internet: 40–50 Mbps (download), 30 Mbps (upload)

Equipment: Wired headset

Environment: Quiet, distraction-free workspace