German Bilingual Customer Service Agent

• Support German- and English-speaking customers through chat, email, phone, and other channels
• Help customers with orders, products, payments, shipping, returns, and account questions
• Listen to customer concerns and find practical solutions
• Handle complex issues and escalations professionally
• Provide clear product information and recommendations
• Assist with refunds, exchanges, returns, and other order-related requests
• Accurately document customer records and conversations
• Follow client guidelines while maintaining natural, helpful communication
• Work with internal teams to resolve issues requiring additional support
• Meet quality, productivity, response-time, and customer satisfaction goals
• Support customers of growing e-commerce businesses

• Fluent written and spoken German and English
• At least 1 year of customer service experience
• Professional experience providing customer support in German and English
• Strong communication and active listening skills
• 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
• Personal laptop or desktop
• 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 25 Mbps upload and download internet connection
• Backup internet connection
• Reliable power supply
• Quiet, dedicated workspace
• Fully functioning webcam/camera; phone headset/mic required 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 required when requested
• Experience in e-commerce, BPO, retail, customer success, or related fields is preferred
• Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar 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

• Permanent, Full-Time Work-From-Home Setup
• Additional Paid Opportunities after 90 days of employment (subject to approval, availability, and client needs)
• Client bonuses (based on performance/client discretion)
• Holiday/End-of-Year bonuses
• Referral bonuses
• Promotional and new role opportunities (based on performance)
• Leadership development
• Ongoing training
• 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 during your first year and up to 12 days annually after your first year
• TalentPop swag, including apparel, home office supplies, water bottles, mugs, totes, and other branded merchandise
• Monthly Town Hall meetings, interest and resource groups, mixers, contests, events, and virtual work culture
• Career growth and advancement opportunities
• Continuous learning
• Supportive, remote-first environment