Customer Support & Service Agent - EU Market Support

O tym stanowisku

Position: CUSTOMER SUPPORT & 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: 2 shifts - Sunday to Thursday or Tuesday to Saturday | EU Business hours
Languages Required: English & German
Preferred: French
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 growing international consumer products company seeking a proactive and customer-focused Customer Support & Service Agent to support customers across multiple regions. This role combines hands-on customer support, problem-solving, and service excellence within a fast-paced remote environment. The successful candidate will play a key role in delivering outstanding customer experiences while also supporting day-to-day operations, handling escalations, and assisting with team collaboration initiatives.
This role requires someone with strong emotional intelligence who can approach customer situations with empathy, good judgment, and professionalism. Many customer enquiries may involve time-sensitive or emotionally important situations, so the ability to “read the room,” de-escalate concerns, and balance policy with practical customer care is essential.

Key Responsibilities
Provide high-quality customer support via phone, email, chat, and ticketing systems in English and German
Manage customer escalations and resolve complex enquiries professionally and efficiently
Handle support tickets directly in a hands-on capacity
Support and guide remote customer service agents when needed
Monitor queues, response times, and service levels to ensure customer satisfaction
Provide operational updates and customer support insights to internal teams
Assist customers with product, order, warranty, and troubleshooting enquiries
Use empathy and sound judgment when handling sensitive or urgent customer situations
Maintain accurate customer records and case documentation
Collaborate with internal teams to improve customer experience and support processes

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 supporting both customers and colleagues
Someone who can balance company guidelines with thoughtful customer care
Adaptable and confident in a fast-paced environment
Someone genuinely passionate about delivering excellent customer experiences
Requirements
Fluent in English and German, both written and verbal
French language skills are highly advantageous
Previous experience in customer support, customer service, or eCommerce support environments
Experience handling customer escalations and high-volume support interactions
Strong emotional intelligence, empathy, and conflict-resolution skills
Ability to assess situations thoughtfully rather than relying solely on scripted responses or rigid policy application
Strong communication, problem-solving, and decision-making abilities
Comfortable using customer support and eCommerce platforms such as Shopify, Zendesk, Gorgias, or Aircall
Strong organizational skills and attention to detail
Ability to work independently in a fully remote environment
Reliable internet connection and dedicated home office setup