Customer Service Specialist

Role Summary

As a customer service employee (m/f/d), you are a central contact within our international support team at PERGOLUX and support our customers in the DACH region via telephone, email and chat. In this role, you will be responsible for processing complex customer inquiries, solving technical problems and continuously optimizing internal support processes to ensure sustainable customer satisfaction and brand loyalty.

At PERGOLUX we live the values of integrity, ambition, innovation, humility, appreciation and cohesion - together we bring Scandinavian-inspired outdoor design to customers worldwide in a dynamic, growth-oriented environment.

APPLY NOW

We look forward to your application!

Apply via our PERGOLUX Career Page https://www.google.com/search?q=https://pergolux.de/pages/career%3Fsrsltid%3DAfmBOoqMCh9jNL9qC5tGgLuWpo5TAmYtSUWWGHgoJ4Z0SwntMuQEk_qE or contact us directly via PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux.

[https://app.ashbyhq.com/api/images/user-content/8c3f0e58-3f8d-4cc6-a5c6-a23ff3f616f6/7dfe42fe-4e91-42c0-bbc9-2a1128dd52d2/Pergolux_SP_2026_-47.jpg]

Responsibilities

• Dedicated customer support: You provide empathetic and first-class support in German and English via telephone, email and chat - including independent support of complex inquiries, VIP customers and assembly partners.
• End-to-end case processing: You take holistic responsibility for order and delivery issues such as returns, transport damage, refunds and complaints from initial recording to final resolution in accordance with local SOPs.
• Technical Troubleshooting: You will diagnose and resolve technical product issues using images/video, manuals and in-depth product knowledge to provide accurate solutions.
• Cross-functional collaboration: You work closely with logistics, warehouse, sales and technology and maintain complete documentation in Zendesk, Shopify and internal systems for smooth handovers.
• Process & knowledge optimization: You identify process gaps, maintain help desk resources (FAQs, macros) and support your colleagues to continuously improve service quality.

Requirements

THIS IS WHAT YOU BRING WITH YOU

• Language skills: Business fluent German (C1+) and very good English skills (B1+) for smooth communication with customers in the DACH region and your international colleagues.
• Work Experience: 2-4 years of customer service or technical support experience, ideally in a fast-growing e-commerce environment.
• Communication & de-escalation: Excellent oral and written communication skills, active listening, high empathy and confident de-escalation skills in demanding situations.
• Digital competency: Familiarity with multi-channel ticketing systems such as Zendesk and Shopify as well as strong multitasking skills while adhering to SLAs.
• Personal responsibility & process thinking: Solid judgment in non-standard cases coupled with the desire to continuously improve internal processes.

Benefits

• Real responsibility – Take on meaningful responsibility in your role and directly influence important company results.
• International team – Work with committed colleagues from all over Europe and benefit from diverse perspectives and ideas.
• Outdoor lifestyle discounts – Enjoy exclusive employee discounts on PERGOLUX products.
• Fast career opportunities – In our growing company you have concrete opportunities to advance into leading roles.
• Team Culture – Be part of regular team events, retreats and a company culture that celebrates successes – big and small.
• Bike leasing – Use our sustainable and cost-effective bike leasing program for your commute and active lifestyle.