Customer Service Agent - Norwegian-Speaking

Pergolux; Berlin; Vor Ort; EUR 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Outdoor Lifestyle Discounts

Fast-Track Career Opportunities

Team Culture

Bike Leasing Program

Real Ownership

International Team

Zusammenfassung

PERGOLUX is seeking a Norwegian-speaking Customer Service Agent to join our international support team. You will handle inquiries via phone, email, and chat, routing Norwegian contacts to you to ensure market-specific support in native language, while collaborating across teams to resolve issues.

You will diagnose and resolve technical problems, optimize workflows, and contribute to knowledge resources. Prior experience in e-commerce support and strong multilingual communication are essential.

Qualifikationen

• 2–4 years of customer support or technical service experience.
• Fluency in Norwegian (C1+) and strong English (B1+).
• Experience with multi-channel customer support.
• Ability to de-escalate and resolve complex issues.
• Familiarity with Zendesk and Shopify workflows.

Aufgaben

• Deliver empathetic support across phone, email, and chat.
• Own end-to-end case management including returns and refunds.
• Troubleshoot technical product issues with available resources.
• Collaborate with logistics, warehouse, and sales teams.
• Maintain accurate documentation in internal systems.

Kenntnisse

Norwegian (C1+)

English (B1+)

Communication skills

Conflict resolution

Multitasking

Tools

Zendesk

Shopify

Jobbeschreibung

As a Norwegian-Speaking Customer Service Agent, you will serve as a dedicated specialist within PERGOLUX’s international support team, handling the full spectrum of customer inquiries across phone, email, and chat. As our designated Norwegian-fluent expert, customer contacts from Norway are routed directly to you to ensure our Norwegian market receives tailored, top-tier support in their native language, while collaborating cross-functionally to resolve technical issues and optimize internal support workflows.

At PERGOLUX, we are driven by integrity, ambition, innovation, humility, appreciation, and unity, bringing Scandinavian-inspired outdoor living design to customers worldwide within a collaborative, growth-oriented environment.

What You’ll Do

• Dedicated Customer Support: Deliver empathetic, high-quality support across phone, email, and chat, independently handling complex inquiries, VIP cases, and installation partner requests.
• End-to-End Case Management: Own order and delivery issues — including returns, damages, refunds, WISMO inquiries, and claims — from initial contact through to full resolution while following localized SOPs.
• Technical Troubleshooting: Diagnose and solve technical product issues using visual evidence, manuals, and deep product knowledge to provide accurate and effective solutions.
• Cross-Functional Collaboration: Partner with logistics, warehouse, sales, and technical teams, maintaining precise documentation across Zendesk, Shopify, and internal tools for smooth handovers.
• Knowledge & Process Optimization: Identify workflow gaps, update Help Desk resources (FAQs, macros), and mentor associate agents to raise overall service quality and efficiency.

What You’ll Bring

• Language Proficiency: Fluency in Norwegian (C1+) is essential — this is the core differentiator of the role. Strong English (B1+) is required for communication with our international team.
• Bonus Language: German language skills are a highly valued bonus — the combination of Norwegian, English, and German makes you a uniquely versatile addition to our multilingual CS team.
• Relevant Experience: 2–4 years of customer support or technical service experience, ideally within a fast-scaling e-commerce environment.
• Communication & Conflict Resolution: Outstanding written and verbal communication with active listening skills, strong empathy, and confident de-escalation abilities.
• Digital & Tool Fluency: Proficiency with multi-channel ticketing platforms like Zendesk and Shopify, alongside strong multitasking abilities and SLA management.
• Ownership & Continuous Improvement: Sound judgment in handling non-standard cases independently, paired with a process-improvement mindset to enhance team workflows.

Benefits

• Real Ownership – Take meaningful responsibility in your role and directly influence key business outcomes.
• International Team – Collaborate with passionate colleagues across Europe, gaining exposure to diverse perspectives and ideas.
• Outdoor Lifestyle Discounts – Enjoy exclusive discounts on PERGOLUX products.
• Fast-Track Career Opportunities – As we scale quickly, you’ll have significant opportunities to grow into senior leadership roles.
• Team Culture – Be part of regular team events and a culture that celebrates wins—big and small.
• Bike Leasing Program – Benefit from a sustainable and cost-effective bike leasing option to support commuting and an active lifestyle.