Job Description

About the Company You'll Be Working With

You'll be joining a high-energy, fast-growing European consumer brand in the drinks space, with a strong digital presence, a passionate customer base, and a culture that genuinely cares about experience. This is a lean, dynamic team where your work has a direct and visible impact.

The Opportunity

We're building a bench of German-Speaking Customer Service Agents to support the brand's DACH customers during peak periods. This is a flexible, demand-based arrangement built around the brand's busiest moments, including monthly campaigns and bigger seasonal peaks like Black Week and the pre-Christmas period.

Here's how it works: agents are guaranteed a baseline of 20 hours per week , with the opportunity to scale up significantly during peak periods. Planned hours will typically be communicated in advance (around a month ahead), with additional hours agreed at short notice if unexpected demand spikes come up.

This is an initial fixed-term contract running through the end of Q4 2026 , with the possibility of extension into 2027 depending on how demand tracks.

This is a live chat-only role. You won't be on the phone, but you will be the face of the brand in writing, so strong written German is just as important as your customer service instincts. You'll be handling customer enquiries, resolving complaints, and making sure every interaction reflects the brand's standards.

Because the work is concentrated around campaign bursts (typically 1–2 weeks at a time ), we're looking for agents who are genuinely available and responsive during these windows, even if the exact days and hours have some flexibility.

If you take pride in clear communication, stay calm when things get busy, and know your way around an ecommerce environment, we'd love to hear from you.

What You'll Be Doing

• Handling customer enquiries and complaints via live chat, professionally, promptly, and in German
• Flexing your availability up during campaign peaks, including monthly campaigns and seasonal peaks like Black Week and pre-Christmas
• Resolving issues with empathy and efficiency, ensuring customers feel heard and helped
• Representing the brand's voice accurately across every interaction
• Identifying recurring issues or patterns and flagging them to the wider team
• Keeping records accurate and up to date
• Collaborating with internal teams where needed to resolve customer issues end-to-end

What We're Looking For

• Native or near-native German speaker , this is a firm requirement; all customer communication is in German
• Excellent written German, clear, warm, and professional; this will be assessed during the interview process
• Prior experience in an ecommerce environment, you understand how online retail works and what customers expect
• Some background in customer-facing communication, whether via chat, email, or phone
• Calm under pressure and comfortable handling complaints or difficult interactions with professionalism
• Genuinely available for demand-based scheduling, comfortable with a flexible, campaign-driven workload rather than fixed weekly hours beyond the guaranteed baseline
• Able to commit to a guaranteed baseline of 20 hours per week , with openness to scaling up significantly during peak periods
• Reliable and self-motivated, you manage your own schedule and follow through on your commitments
• Comfortable working remotely and independently within a structured team environment

What's On Offer

• Competitive hourly rate (discussed during the interview process)
• Fully remote position, work from anywhere
• Guaranteed baseline of 20 hours per week , with the opportunity to scale up during peak periods
• Fixed-term contract through the end of Q4 2026 , with potential to extend into 2027 based on demand
• Flexible scheduling within each campaign window
• Paid annual leave (pro-rated to hours)
• Exposure to a fast-moving, high-growth consumer brand
• Access to The Global Talent Co.'s wider professional community of 25,000+ global professionals

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