Customer Support Agent – DACH Market (Day Shift)

About the role

The Customer Support Agent for the DACH market will handle pre‑order, post‑order and general inquiries for German‑speaking customers. Based in Tunis, the role works on a day‑shift schedule and serves as a key point of contact for both customers and internal sales teams throughout the entire order lifecycle.

Key responsibilities

• Manage inbound and outbound communications via email, phone and chat, ensuring timely and professional responses.
• Provide pre‑order support including pricing, quotations, product information, samples and compliance queries.
• Assist post‑order activities such as order tracking, handling out‑of‑stock alternatives, returns, pickups and reverse logistics.
• Create and manage tickets, service requests and credit memos in internal systems, escalating issues when necessary.
• Collaborate with Sales, Production, Logistics and other internal teams to ensure smooth order processing.
• Maintain accurate records of interactions, monitor SLAs and KPIs, and contribute to CSAT and NPS targets.
• Support internal teams with API inquiries, website registration and system‑related processes.

Required profile

• Fluent in German and English with strong written and verbal communication skills.
• Ability to handle high‑volume inbound and outbound customer interactions.
• Detail‑oriented and capable of managing multiple tasks while meeting deadlines.
• Proactive attitude with a focus on delivering excellent customer experience.

Required skills