German Bilingual Customer Service Agent

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide assistance to customers who speak German and English via chat, email, phone, and other communication channels.

• Aid customers with inquiries related to orders, products, payments, shipping, returns, and account-related questions.

• Address customer issues and offer practical solutions to their concerns.

• Professionally manage complex situations and escalations.

• Deliver clear product details and suggestions.

• Support customers with refunds, exchanges, returns, and other order-related inquiries.

• Maintain accurate records of customer interactions and documentation.

• Adhere to client guidelines while ensuring natural and helpful communication.

• Collaborate with internal teams to resolve issues that require additional assistance.

• Achieve quality, productivity, response-time, and customer satisfaction objectives.

• Assist customers of expanding e-commerce businesses.

⛳️ Requirements

• Proficiency in written and spoken German and English.

• A minimum of 1 year of experience in customer service.

• Professional background in providing customer support in both German and English.

• Excellent communication and active listening abilities.

• Strong problem-solving and critical thinking skills.

• Comfortable addressing complaints, objections, and challenging conversations.

• Patient, empathetic, and solution-focused.

• Keen attention to detail and commitment to follow-through.

• Capable of managing multiple conversations and priorities simultaneously.

• Willingness to learn new systems, tools, and processes.

• Proficient computer and documentation skills.

• Able to work independently in a remote setting.

• Personal laptop or desktop required.

• Windows desktop/laptop PC only; tablets, smartphones, and Chromebooks are not supported.

• Minimum Core i3 / Intel i5 / Ryzen 5 or equivalent processor, as specified in the posting.

• At least 8 GB RAM.

• Minimum internet connection of 25 Mbps for both upload and download.

• Backup internet connection necessary.

• Reliable power supply essential.

• Quiet, dedicated workspace required.

• Fully functional webcam/camera required; phone headset/mic needed for phone support.

• Device must support virtual background capabilities on Zoom.

• Legally authorized to work as an independent contractor in the country where the role is performed, without TalentPop sponsorship.

• Valid identification may be required upon request.

• Experience in e-commerce, BPO, retail, customer success, or related fields is preferred.

• Familiarity with Shopify, Gorgias, Zendesk, Freshdesk, or similar platforms is a plus.

• Experience with handling orders, returns, refunds, payments, or shipping issues is advantageous.

• Background in sales, upselling, or product recommendations is a plus.

• Previous remote work experience is preferred.

🏝️ Benefits

• Permanent, full-time work-from-home arrangement.

• Additional paid opportunities after 90 days of employment (subject to approval, availability, and client needs).

• Performance-based client bonuses (at client discretion).

• Holiday/end-of-year bonuses.

• Referral bonuses.

• Opportunities for promotion and new roles (based on performance).

• Leadership development programs.

• Continuous training initiatives.

• Health and dental coverage available based on eligibility.

• Paid maternity/paternity leave available based on eligibility.

• Paid time off: Earn up to 6 days of PTO in your first year and up to 12 days annually thereafter.

• TalentPop merchandise, including apparel, home office supplies, water bottles, mugs, totes, and other branded items.

• Monthly town hall meetings, interest and resource groups, mixers, contests, events, and a vibrant virtual work culture.

• Opportunities for career growth and advancement.

• Ongoing learning opportunities.

• Supportive, remote-first workplace environment.