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About the Role
Great customer support is about more than answering questions. It’s about understanding what the customer actually needs, communicating clearly, and making sure they leave the conversation feeling taken care of. TalentPop is looking for a German-speaking Customer Experience Specialist to join our remote team and support customers across growing e-commerce businesses. You’ll communicate with customers in German and English, help solve day-to-day issues, and make the experience as smooth as possible from first message to resolution. If you're naturally helpful, calm under pressure, and confident communicating with customers, this could be a great fit.
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Responsibilities
- Support German- and English-speaking customers through chat, email, and other channels
- Help customers with orders, products, payments, shipping, returns, and account questions
- Listen carefully to customer concerns and find practical solutions
- Handle more complex issues and escalations with professionalism
- Provide clear product information and recommendations when needed
- Assist with refunds, exchanges, returns, and other order-related requests
- Keep customer records and conversations accurately documented
- Follow client guidelines while maintaining a natural and helpful communication style
- Work with internal teams to resolve issues that require additional support
- Meet quality, productivity, response-time, and customer satisfaction goals
Ideal Skills
- Fluent written and spoken German and English
- Strong communication and active listening skills
- Customer-focused and naturally helpful
- Strong problem-solving and critical-thinking skills
- Comfortable handling complaints, objections, and difficult conversations
- Patient, empathetic, and solutions-oriented
- Strong attention to detail and follow-through
- Able to manage multiple conversations and priorities
- Comfortable learning new systems, tools, and processes
- Strong computer and documentation skills
- Able to work independently in a remote environment
Qualifications
- At least 1 year of customer service experience
- Professional experience providing customer support in German and English
- Experience in e-commerce, BPO, retail, customer success, or a related field is preferred
- Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar customer support platforms is a plus
- Experience handling orders, returns, refunds, payments, or shipping concerns is an advantage
- Sales, upselling, or product recommendation experience is a plus
- Previous remote work experience is preferred
Work From Home Requirements
- Personal laptop or desktop
- Minimum Intel i5 / Ryzen 5 or equivalent processor
- At least 8 GB RAM
- Minimum 25 Mbps upload/download internet connection
- Backup internet connection
- Reliable power supply
- Quiet, dedicated workspace
Why Join TalentPop?
- 100% work from home
- Full-time, permanent position
- Paid time off
- Holiday bonuses
- Health and dental benefits
- Career growth and professional development
- Opportunity to work with a global remote team supporting growing e-commerce businesses
If you’re fluent in German and English, enjoy helping people, and know how to turn customer concerns into positive experiences, we’d love to hear from you.
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