Bilingual German & English Customer Service Agent

Egypt

About the Role
We are seeking experienced, customer-focused Multichannel Support Agents to handle phone, email and live chat interactions for a seasonal consumer brand operating in Europe. Agents will act as front-line brand representatives, delivering high-quality, timely, and professional support across multiple languages and regions.

What You'll Do
* Handle phone, email and live chat customer inquiries in line with defined SLAs.
* Provide accurate, clear, and empathetic responses across all channels.
* Manage multiple conversations (especially live chat and email) simultaneously while maintaining high quality standards.
* Resolve customer issues independently where possible and escalate complex cases appropriately.
* Accurately document interactions in CRM/ticketing systems.
* Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.
* Maintain professionalism and consistency when representing the brand across different markets.

What We're Looking For
* 2+ years experience in a multichannel customer support role (phone, email, and live chat).
* Prior experience supporting consumer-facing or e-commerce brands is strongly preferred.
* Comfortable working in environments with variable and seasonal volumes.
* Native or near-native proficiency is a MUST, both German and English (C1 level above).
* Excellent verbal and written communication skills.
* Strong active listening and empathy.
* Ability to explain processes and solutions clearly and confidently.
* Culturally aware and comfortable supporting customers across different regions.
* Calm, professional, and solution-oriented under pressure.
* Experience using CRM, ticketing, and telephony systems.
* Strong computer literacy and ability to learn new tools quickly.
* Accurate documentation and attention to detail.

What We Offer
* Full remote work arrangement.
* A supportive, collaborative, and high-performance environment.
* The opportunity to work with high-quality international clients and a global team.
* Comprehensive training to give you the skills and knowledge you need to succeed.
* Opportunities for professional growth.

Schedule & Availability
* This is a full-time role (44 hours per week), with coverage of Monday–Friday, 10:00–17:00 CET (GMT +1).
* European operations closed on Italian public holidays.
* Reliable availability during peak seasonal periods is essential.

IMPORTANT NOTES:
* This role is only open to applicants from Egypt.
* Influx never asks candidates to make any payment throughout the entire recruitment process.
* Successful candidates will be contacted only through email ending with @influx.com.