Customer Support & Service Agent - EU Market Support

Position: CUSTOMER SUPPORT & SERVICE AGENT – EU MARKET SUPPORT Salary range : Between $2,100 - $3,350 NZD (5,000–8,000 PLN/month gross) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.) Working Hours: 2 shifts - Sunday to Thursday or Tuesday to Saturday | EU Business hours Languages Required: English & German Preferred: French Work set-up: 100% Remote work (Independent Contractor Agreement) Holidays : To be determined Recruitment process : possible multiple client interviews and assessment When applying, kindly include the following: A 1–2 minute video introduction in German (please share the video link) An updated resume/CV in English OVERVIEW We are partnering with a growing international consumer products company seeking a proactive and customer-focused Customer Support & Service Agent to support customers across multiple regions. This role combines hands-on customer support, problem-solving, and service excellence within a fast-paced remote environment. The successful candidate will play a key role in delivering outstanding customer experiences while also supporting day-to-day operations, handling escalations, and assisting with team collaboration initiatives. This role requires someone with strong emotional intelligence who can approach customer situations with empathy, good judgment, and professionalism. Many customer enquiries may involve time-sensitive or emotionally important situations, so the ability to “read the room,” de-escalate concerns, and balance policy with practical customer care is essential. Key Responsibilities Provide high-quality customer support via phone, email, chat, and ticketing systems in English and German Manage customer escalations and resolve complex enquiries professionally and efficiently Handle support tickets directly in a hands-on capacity Support and guide remote customer service agents when needed Monitor queues, response times, and service levels to ensure customer satisfaction Provide operational updates and customer support insights to internal teams Assist customers with product, order, warranty, and troubleshooting enquiries Use empathy and sound judgment when handling sensitive or urgent customer situations Maintain accurate customer records and case documentation Collaborate with internal teams to improve customer experience and support processes What We’re Looking For A calm, professional, and customer-focused communicator Someone who takes ownership and follows through on issues A team player who enjoys supporting both customers and colleagues Someone who can balance company guidelines with thoughtful customer care Adaptable and confident in a fast-paced environment Someone genuinely passionate about delivering excellent customer experiences Fluent in English and German, both written and verbal French language skills are highly advantageous Previous experience in customer support, customer service, or eCommerce support environments Experience handling customer escalations and high-volume support interactions Strong emotional intelligence, empathy, and conflict-resolution skills Ability to assess situations thoughtfully rather than relying solely on scripted responses or rigid policy application Strong communication, problem-solving, and decision-making abilities Comfortable using customer support and eCommerce platforms such as Shopify, Zendesk, Gorgias, or Aircall Strong organizational skills and attention to detail Ability to work independently in a fully remote environment Reliable internet connection and dedicated home office setup