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pergolux - Customer Service Agent - Norwegian-Speaking

Berlin | Global Team - Europe *2d ago

In Office Mid EMEA E-commerce Logistics Travel Agent Sales Representative Norwegian Zendesk Shopify E-commerce Conflict Resolution Case Management Cross-functional Collaboration Process Optimization Documentation Wagmi

Requirements

• 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.

Responsibilities

• 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.

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. • We’d love to hear from you! Apply via our PERGOLUX Career Page https://www.google.com/search?q=https://pergolux.de/pages/career%3Fsrsltid%3DAfmBOoqMCh9jNL9qC5tGgLuWpo5TAmYtSUWWGHgoJ4Z0SwntMuQEk_qE or reach out through PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux.