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Customer Support Agent - EU Market Support

58 minutes ago
Poland
Full-time
Mid Level
Customer Support
Customer and Technical Support
E-commerce Shopify
Apply Now
D2B

D2B

D2B specializes in connecting Australian businesses with top offshore talent, facilitating the hiring process to help companies scale efficiently and effectively.

Professional Services
View All Jobs 33

Description

  • Provide customer support via phone, email, chat, and ticketing systems in English and German.
  • Manage customer escalations and complex enquiries professionally and efficiently.
  • Handle support tickets in a hands-on player-coach capacity.
  • Support and coach remote customer service agents.
  • Monitor SLAs, queue performance, and response times.
  • Provide operational updates, reporting, and customer service insights.
  • Work with internal teams to improve processes and customer satisfaction.
  • Assist customers with product, order, warranty, and troubleshooting enquiries.
  • Maintain accurate customer records and case documentation.

Requirements

  • Fluent in English and German, both written and verbal.
  • French language skills are a strong advantage.
  • Proven customer service experience, ideally in eCommerce, retail, or product-based industries.
  • Experience handling escalations and high-volume customer interactions.
  • Strong communication, problem-solving, and conflict-resolution skills.
  • Ability to work independently in a fully remote environment.
  • High attention to detail and strong organizational skills.
  • Comfortable using customer service and eCommerce platforms such as Shopify, Gorgias, Zendesk, and Aircall.
  • Reliable internet connection and a dedicated home office setup.

Benefits

  • 100% remote work arrangement.
  • Independent contractor agreement.
  • Salary range of $2,100–$3,350 NZD, or 5,000–8,000 PLN per month gross, with final offer based on skills and experience.
  • Working hours aligned to EU business hours, Sunday to Thursday.
  • Recruitment process may include multiple client interviews and an assessment.

Interested in this position?

Apply directly on the company website

Apply Now

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