Customer Service Agent 2nd Level – French speaking (f/m/x)

Berlin Brands Group (BBG) has been designing, producing, and selling products in the areas of kitchen appliances, garden & living, sports and consumer electronics since 2005 and is now one of Europe’s largest digital companies including around 550 employees around the globe. We love brands and products! 

As a Customer Service Agent 2nd Level (f/m/x), you will join our Escalation Experience Agents (EEA) Team, currently made up of three team members with diverse professional and cultural backgrounds. What sets our team apart is our international and solution-oriented approach to complex customer concerns. In this role, you will be responsible for handling escalated cases, customer feedback, legal inquiries, and marketplace support. You can also look forward to exciting upcoming process optimizations, such as automation to increase efficiency and impact. Ready to shape the customer experience at BBG and grow with us? Then this might be your next chapter.

 

What you will do:  

• Handle escalated customer inquiries (mainly via email, occasionally by phone), ensuring professional and empathetic communication 
• Advise customers on products, orders, returns and payment topics 
• Manage disputes on platforms like Klarna, PayPal & marketplaces (Amazon, eBay) and respond to feedback on platforms such as Trustpilot and NPS 
• Act as key contact for escalations from management, legal, compliance and outsourcing partners 
• Conduct root cause analysis, monitor escalation trends, and support process improvements 
• Collaborate closely with internal teams to ensure smooth resolution and consistent service quality 
• Contribute to selected projects

 

What we are looking for:  

• 2+ years experience in customer service, ideally in escalations or second-level support 
• Very good French skills (min. B1 level) and fluency in English (written & spoken); other EU languages (e.g. German, Spanish) are a plus 
• Comfortable with CS tools (e.g. Zendesk, Service Cloud) and ideally familiar with SAP & e-commerce marketplaces 
• Strong communication skills, empathy, and a solution-oriented mindset—even under pressure 
• Structured, analytical and able to prioritize tasks independently 
• Enjoys cross-functional collaboration and delivering a top-tier customer experience 

 

What we offer: 

• Hybrid working model with up to 3 home office days per week
• Flexible working hours with core hours between 9.30am - 4pm (no shift system and no weekend, public holiday work or night shifts)
• Modern office in the heart of Berlin (Friedrichshain) with a view of the Spree
• Ability to work up to 4 weeks per year from abroad
• Public transport ticket grant, 30% discount on our products and 40% employer's contribution to the company pension plan
• Active promotion of your development, e.g. through continuous performance feedback, language courses, further training and mental health coaching by the Fürstenberg Institute
• Daily fresh fruits and vegetables as well as drinks and various health offers, e.g. physiotherapy and sport events
• Support by a team of highly skilled and dedicated colleagues who celebrate successes together at numerous company events

 

Who we are: 

BBG creates, builds and scales consumer brands globally. Within the last 17 years we have created and built own e-commerce brands including our largest and best-known brands Klarstein, auna and blumfeldt. Our passion for good products is reflected by over 5000 items we bring to our customers in 27 countries via the D2C (Direct-to-Consumer) model. Our headquarter is in Berlin, however our employees work in a total of 6 locations around the globe – in Europa, USA, and Asia. 

We plan to grow even further and reinvest in world-class logistics and fulfilment, innovative digital marketing, e-commerce, marketplace development and other sales channels. To fuel this growth, we are looking for talented and highly motivated colleagues like you to join us in shaping the DNA of BBG. 

 

JOIN THE GANG!