Customer Service Representative (German/English)

Remotely; Deutschland; Remote; EUR 40,000 - 54,000; Full time

Benefits offered by this job

Fully Remote

Competitive salary

Retirement benefit

Performance bonus

Low-Meeting Culture

Team events

Job summary

Reebelo is seeking a German and English speaking Customer Service Agent to join our global team, supporting customers in Germany. You will be the primary contact across Email and Chat, delivering timely, accurate responses while upholding Reebelo’s brand voice.

You’ll bring at least 2 years in a customer-facing role, experience in fast-paced ecommerce, and familiarity with Zendesk. This fully remote role lets you work from anywhere in Germany and offers a competitive salary with a performance

Qualifications

• Must be fluent in English and German, written and spoken.
• 2+ years in a customer-facing role.
• Experience in a fast-paced ecommerce environment.
• Experience with Zendesk or similar ticketing systems.
• Ability to compose well-structured emails and follow the brand voice.

Responsibilities

• Deliver prompt, well-structured responses to customer queries across Email and Chat.
• Maintain high customer satisfaction and track key metrics (response time, resolution time, tickets).
• Test/validate new customer service features in the support platform.
• Identify trends from customer feedback to help resolve issues quickly.
• Collaborate with Logistics, Product, and Sales to ensure effective issue resolution.

Skills

Bilingual English/German

Zendesk

Customer service

Multichannel support

Communication skills

Problem solving

Tools

Zendesk

Job description

About the Company

Reebelo is a marketplace for refurbished tech devices and certified pre-owned lifestyle products. We empower consumers to save up to 70% on their favorite brands while contributing to a sustainable future with every purchase. Our ambitious vision is to lead the circular economy, transforming how people think about consumption. Originally founded in Singapore by European co-founders, today we are headquartered in the San Francisco Bay Area with team members across the US, Canada, Australia, Singapore, Malaysia, the UK, France, Germany and Italy. Having raised over $50M, join our VC-backed scaleup if you're ready to be part of a dynamic, high-growth team dedicated to making a meaningful impact.

The Role

We are looking for a German and English speaking Customer Service Agent to join our global team, supporting our customers in Germany. In this role, you will serve as a key point of contact for customers throughout their journey, delivering timely, accurate, and high-quality support that reflects our commitment to exceptional customer experience.

What you'll do:

• Deliver a positive customer experience through prompt and well-structured responses to customer feedback, problems, queries or complaints.
• Communicate effectively across all channels, including Email and Chat.
• Maintain high customer satisfaction levels and drive other related metrics (average response time, average resolution time, multi touch tickets, quality assurance score etc.)
• Test/validate new customer service features as they come online or within our customer support platform
• Assess and surface trends as reported by customers in order to resolve technical issues expeditiously
• Be a key team player on our Customer Service team and work closely with other departments (Logistics, Product, Sales) to ensure strong communication and resolve issues quickly and effectively.

What You’ll Bring

• Professional level of English and German languages whereby you are comfortable communicating to customers in both languages.
• At least 2 years experience in a customer-facing role.
• Worked in a fast-paced e-commerce environment where change is constant.
• Experience with Zendesk or similar ticketing systems.
• Strong communication skills. Able to compose well-structured emails, demonstrate a sound understanding of email etiquette and able to follow the "voice of Reebelo" for consistency
• Fluent in English and German in reading, writing and speech.
• Good understanding of customer service performance metrics and service level performance metrics.
• Self-reliant and has a positive attitude towards their work and team members.

Why You’ll Love Working Here

• Fully Remote: Work from anywhere in Germany.
• Compensation:Competitive salary, retirement benefit and performance bonus.
• Low-Meeting Culture:We prioritize focus time and async communication.
• Lean, High Performance Team:Reebelo intentionally operates with a lean, high performance team. Our engineers love this because they love owning their projects end-to-end and seeing the impact of their contributions daily!
• Vibrant Team Culture:Local events and digital global events that connect teams across continents.

Interview process

1. Initial Interview with our Head of People [15 minutes]
2. Interview with our Head of CS [45-60 minutes]
3. Final Interview with Managing Director in EU [30 minutes]
4. References & Background Checks
5. Offer

We know the job search can be both exciting and exhausting, so we strive to keep things simple, streamlined and respectful of your time---our interview process takes 2-3 weeks.

Work Rights

We are only able to consider applicants who hold full, independent working rights in Germany. Unfortunately, we are unable to offer visa sponsorship or support work permit applications for this role.