We are seeking a highly motivated and skilled German\-speaking Customer Support Specialist to join our dynamic e\-commerce team. This role is crucial for maintaining our high standards of customer satisfaction and supporting our specialized online store for supplements. The ideal candidate will possess native\-level proficiency in German and a proven track record of delivering exceptional customer service. Requirements: **Hard Skills:** * German Fluency (Mandatory): Near\-native or C1\+ level proficiency, both written and verbal, is essential for effective customer interaction. * Professional Experience: Demonstrated experience in a customer support or customer\-facing role, preferably within an e\-commerce or retail environment. * English Proficiency: Competency in English (B1–B2 level) for clear and efficient internal team communication. **Soft Skills:** * A genuine commitment to understanding customer needs and exceeding service expectations. * Proven ability to remain calm and effective under pressure, managing challenging interactions with professionalism. * A mindset focused on identifying root causes and implementing sustainable solutions. * The ability to rapidly assimilate new product knowledge, processes, and technical tools. * Strong multitasking abilities to manage multiple communication streams and priorities simultaneously. **Responsibilities:** * Expertly handle customer inquiries and service requests across email, (calls potentially opening later). * Provide detailed and accurate information regarding our products, services, and online store policies. * Efficiently process critical order actions, including cancellations, returns, refunds, and product replacements. * Take ownership of complex customer issues, including non\-receipt, delivery delays, quality complaints, or technical difficulties, escalating to internal teams when necessary. * Maintain transparency by providing timely, proactive updates to customers regarding their pending inquiries or issues. * Monitor and respond professionally to customer feedback and reviews across relevant platforms. * Diligently process and manage the backlog of service requests to ensure rapid resolution times. **Work conditions:** * Remote work * Probation Period: 2 months * Schedule: Monday–Friday, 08:00–18:00 coverage (10 hours total) — each agent works 8 hours/day, some starting earlier and some later to ensure full coverage Job Type: Full\-time Pay: 1,600\.00€ \- 1,800\.00€ per month Application Question(s): * What is your English and German level? * This role may be structured under an independent contractor agreement. Are you open to this type of cooperation? * Please, share your financial expectations in EUR per month. * If everything goes well, when would you be available to start?