Job Description

About Our Client

Our client is a fast-growing international e-commerce business operating across Europe and beyond, helping customers access high-quality pre-owned specialist equipment through a trusted online marketplace. They are passionate about delivering exceptional customer experiences, sustainability, and making premium products more accessible to customers worldwide. The business serves a large community of enthusiasts, professionals, and creators, with customer satisfaction at the heart of everything they do.

This is an exciting opportunity for a German-speaking Customer Service Agent to join a highly customer-focused team on a freelance, part-time basis, working remotely.

The Role

As a Customer Service Agent, you will act as a key point of contact for customers across German-speaking and wider European markets. You will provide professional, friendly, and efficient support through a variety of channels, ensuring every customer interaction reflects the company's commitment to outstanding service.

You will handle customer enquiries, resolve issues, provide guidance throughout the customer journey, and help maintain exceptional customer satisfaction levels.

Skills & Experience

Essential

• Native-level or fluent German (written and spoken).
• Strong English communication skills.
• Previous experience in customer service, customer support, contact centres, help desks, or client services.
• Comfortable handling inbound and outbound calls.
• Experience managing email and ticket-based support.
• Excellent problem-solving skills.
• Strong attention to detail.
• Ability to work independently in a remote environment.
• High levels of empathy, professionalism, and patience.
• Confident using CRM and customer support systems.
• Reliable internet connection and suitable home-office setup.

Desirable

• Experience supporting European customers.
• Experience within e-commerce, online marketplaces, retail, or technology businesses.
• Interest in photography, videography, creative technology, or specialist equipment markets.
• Experience working in multilingual or international environments.

What We're Looking For

We're looking for someone who genuinely enjoys helping customers and takes pride in delivering an exceptional experience. You'll be proactive, solutions-focused, and comfortable balancing multiple customer conversations while maintaining high quality standards.

The ideal candidate is:

• Customer obsessed.
• Service-driven.
• Calm under pressure.
• Organised and self-motivated.
• A strong communicator.
• Comfortable working remotely.
• Passionate about delivering outstanding customer outcomes.

Requirements

• Respond to customer enquiries via phone, email, live chat, and support tickets.
• Deliver a high standard of customer service in both German and English.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Support customers throughout their buying, selling, and account management journeys.
• Investigate and escalate complex issues when required.
• Maintain accurate records of customer interactions within internal systems.
• Meet agreed service levels and quality standards.
• Collaborate with internal teams to ensure smooth resolution of customer enquiries.
• Identify opportunities to improve customer processes and experiences.
• Act as a brand ambassador in every customer interaction.

Application Process

📌 Apply via Workable
📌 Screening call with the People team (Virtual, 30 min)
📌 Meet your Line Manager and Team Lead (Virtual, 1 hour) - Team fit and a German Conversation

Benefits

Engagement Details

• Freelance / Independent Contractor
• Part-Time
• Fully Remote
• Supporting German-speaking and European customers
• Flexible working arrangement
• Ongoing contract opportunity

Why Join?

• Work with an internationally recognised and rapidly growing business.
• Join a company known for its strong customer focus and commitment to quality service.
• Remote-first flexibility.
• Collaborative and supportive culture.
• Opportunity to work with customers across multiple European markets.
• Be part of a business making a positive impact through sustainability and the circular economy.

This role is a great fit for experienced customer service professionals who thrive in fast-paced environments and enjoy supporting customers across international markets.