German-Speaking Customer Service Agent (Maternity Cover – 12 Month FTC)
Location
Remote (UK based). Office space available in Stockport, UK.
About Us
Naturecan, founded in May 2019 by Andy Duckworth (former CEO of Myprotein) and Paul Finnegan, is a global wellness brand dedicated to helping people lead happier, healthier lives. We offer safe, effective and premium hemp-derived CBD products alongside a growing range of vitamins, minerals and wellness supplements.
Role Overview
We are looking for a German-speaking Customer Service Agent to join our team on a 12-month fixed-term contract to cover maternity leave. You will play a vital role in delivering outstanding customer experience across multiple international markets, acting as a key link between our customers, our internal teams, and our European 3PL warehouses.
This is a fully remote position based in the UK, offering the opportunity to be part of a fast-growing business in an exciting and dynamic industry.
Key Responsibilities
- Serve as the first point of contact for customer enquiries via live chat and email across several international markets, with a focus on Germany.
- Deliver timely, accurate and empathetic responses to customer queries, ensuring high levels of customer satisfaction.
- Act as the main liaison between the business and our 3PL warehouses in Europe, supporting order fulfilment and issue resolution.
- Monitor and respond to customer reviews across multiple platforms.
- Troubleshoot and resolve issues relating to payments, delivery, order creation and returns.
- Provide clear and helpful information about our products, services, and policies.
- Proactively identify recurring issues and suggest process improvements to enhance the customer experience.
Essential Requirements
- Native or fluent German speaker, with strong written and verbal communication skills.
- Ability to communicate confidently in English.
- Strong customer focus with a passion for delivering excellent service.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Self-motivated, organised and comfortable working remotely.
Desirable Experience
- Previous experience in a customer service or customer experience role, ideally within e-commerce.
- Familiarity with Zendesk or similar customer support platforms.
- Experience working with Shopify
- Experience working with logistics or fulfilment partners.
Personal Attributes
- Hands on and proactive with a can-do attitude and willingness to get involved.
- Empathetic, patient and customer focused.
- A problem solver who enjoys finding solutions and making things better.
- A strong team player who can also work independently.
What We Offer
- Fully remote working within the UK.
- Competitive salary.
- 12-month fixed-term contract providing stability and flexibility.
- Opportunity to work in a fast-growing business within an exciting industry.
- A supportive and collaborative team environment.
If you are passionate about customer experience, fluent in German, and excited about joining a growing business, please send us your CV.