Job Details

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.