German-Speaking Customer Service Agent

About the role

This position places you at the center of a fast-growing European consumer brand's customer experience, where your written communication directly shapes how customers perceive the company. You will act as the primary point of contact for DACH customers through live chat, ensuring every interaction is handled with precision and care. The role requires you to manage inquiries and complaints with a high degree of professionalism while maintaining the brand's distinct voice in every message. You will own the full resolution of customer issues during your shifts, taking responsibility from initial contact to successful conclusion. Success in this role depends on your ability to stay calm and efficient, especially when handling complex cases or high volumes of messages. You will also play a key role in identifying recurring problems and providing feedback that can improve products and processes for the brand. Ultimately, your work will ensure that customers feel supported and valued throughout their entire journey with the brand.

Key facts

What you'll do

• Handle customer enquiries and complaints via live chat in German with clarity, speed, and a professional tone.
• Flex your availability to meet campaign demands, including the heightened activity of monthly campaigns and seasonal peaks like Black Week and the pre-Christmas period.
• Resolve customer issues with empathy and efficiency, ensuring every interaction leaves the customer feeling heard and satisfied.
• Accurately represent the brand's voice and standards in every written message you send.
• Spot recurring issues or patterns in customer queries and escalate them to the wider team for further review.
• Maintain precise and up-to-date records of all customer interactions and case progress.
• Collaborate with internal departments as needed to close customer cases end-to-end.
• Adapt quickly to changes in priorities and workload within the structured framework of the team.
• Contribute to a positive customer experience by demonstrating patience, knowledge, and a solution-focused mindset.
• Use your understanding of ecommerce environments to anticipate customer needs and provide relevant solutions.

Requirements

• You must be a native or near-native German speaker, as all customer communication is conducted in German.
• You must possess excellent written German skills, including clear, warm, and professional expression, which will be evaluated during the interview.
• You must have prior experience working in an ecommerce environment, understanding customer expectations and online retail processes.
• You must have a background in customer-facing communication, whether through chat, email, or phone interactions.
• You must remain calm and professional when handling complaints or difficult customer interactions.
• You must be genuinely available for on-demand scheduling and comfortable with a flexible, campaign-driven workload.
• You must be able to commit to a baseline of 40-60 hours per month, with readiness to take on additional hours during peak periods.
• You must be reliable and self-motivated, capable of managing your own schedule and fulfilling commitments.
• You must be comfortable working remotely and independently while staying aligned with team processes and guidelines.
• You must be located in South Africa (CPT) to ensure alignment with operational and compliance expectations.

Nice to have

• Previous experience in live chat customer service environments.
• Familiarity with common ecommerce platforms and tools.
• Basic understanding of customer data protection and privacy principles.
• Any experience working with international or global brands.

Practical notes

This is a fully remote position open to candidates based in South Africa (CPT), offering flexible hours within campaign windows. The role operates on a contractual, on-demand basis with a guaranteed baseline of 40-60 hours per month, subject to campaign schedules. During peak periods such as Black Week and the pre-Christmas season, additional hours may become available for agents who can accommodate increased availability. The brand runs campaigns on a monthly basis, meaning work is concentrated in bursts of 1-2 weeks at a time. You must be responsive and engaged throughout these active windows, even if specific shift patterns are not fixed in advance. There may be periods between campaigns with reduced hours, depending on overall business activity. This position does not require travel, and no visa sponsorship is provided. The compensation details are discussed directly during the interview process.