Customer Service Agent (German Speaking)

About Pickle: Our client, accessible via Pickle (findpickle.com), is a fast-growing international e-commerce aggregator, sustainable consumer asset recycler, and trusted online marketplace provider operating across European territories to connect creators with premium, pre-owned specialist equipment. Focused on making premium technical products accessible globally, the business serves an active community of creators, photography enthusiasts, and professionals while positioning sustainability and the circular economy at the heart of their scaling operations. Pickle equips user-focused support professionals with a flexible, async-friendly workspace to drive customer onboarding, resolve technical purchase bottlenecks, and champion high-quality retail experiences worldwide.

Position Overview

We are seeking a highly empathetic, connection-obsessed, and systems-minded German-speaking Customer Service Agent to join our international support team under an ongoing freelance, part-time remote engagement framework open to candidates based in South Africa or the United Kingdom. Operating as the frontline champion for our DACH and wider European consumer base, you will step up to claim true operational accountability over managing user relations throughout their buying, selling, and account configuration lifecycles. Shifting completely away from routine standalone software engineering sprints, deep database optimization, or administrative internal scheduling, you will run an active omni-channel support, issue-resolution, and customer retention laboratory—partnering face-to-face with regional operations leads, marketplace logistics units, and internal trust and safety squads. This position requires a bilingual customer operations veteran who resolves localized user friction fluidly natively using Customer Support methodologies, evaluates transactional status anomalies cleanly natively leveraging enterprise CRM ticketing trackers, and commands complex international client service cycles confidently under fast-paced e-commerce velocities.

Key Responsibilities

• Omni-Channel Query Resolution: Manage, respond to, and resolve high-volume inbound and outbound customer inquiries across live chat, phone lines, email threads, and support tickets cleanly natively utilizing Customer Support protocols.
• Multilingual Support Execution: Deliver exceptional, contextually precise client communication in native-level or fluent German alongside clear, professional English to maintain high satisfaction metrics.
• User Journey Assistance: Guide marketplace users systematically through account verification, payment processing, listing creations, and post-purchase shipping updates.
• Complex Issue Investigation: Analyze, document, and escalate multi-layered transactional or logistical disputes to specialized internal engineering or tier-2 support nodes when required.
• CRM Database Integrity: Maintain clear, structured records of all consumer interactions, feedback logs, and resolution parameters inside centralized support software arrays.
• SLA Metric Maintenance: Achieve or exceed designated service level agreements (SLAs), response time limits, and baseline customer quality standards.

Required Skills & Qualifications

• Absolute native-level or fluent bilingual proficiency in German (written and verbal), coupled with strong professional English communication talents.
• Proven history executing customer care, help desk triage, contact center operations, or digital client success workflows.
• Expert-tier capability managing asynchronous messaging queues, handling live incoming phone tracks, and resolving customer pain points natively utilizing Customer Support tools.
• Deep operational familiarity navigating modern customer support software, ticket management environments, or cloud-based CRM layouts.
• Highly autonomous self-management habits, allowing you to balance parallel customer chats efficiently within a remote home-office setup.
• Location Context: Position open to qualified multilingual professionals located and resident permanently within South Africa or the United Kingdom to execute an independent freelance track.

Preferred Strategic Indicators (Nice to Have)

• Prior experience operating within a fast-moving B2C e-commerce platform, international digital retail chain, or dual-sided online marketplace.
• A genuine personal interest in photography, professional videography, creative hardware, or specialist consumer electronics markets.
• Previous background working across multicultural, cross-border corporate teams handling European consumer cohorts.

What We Offer

• Vetted, Flexible Global E-Commerce Engagement Blueprint: A competitive hourly or project-calibrated independent contractor/freelance compensation model matched to your multilingual support depth.
• The spectacular professional freedom of a fully remote, work-from-home layout with flexible part-time scheduling parameters.
• Direct operational alignment with a rapidly growing international marketplace brand dedicated to green tech and the circular economy.
• A supportive, collaborative virtual workspace that prioritizes quality customer outcomes over rigid script reading.