Customer Service Agent (German & English Speaking) - Remote

Overview

At Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not an agency or legacy BPO. We're a partner in growth — and that's where you come in.

In Short

• Support end-user customers via email, chat, phone, and service management platforms in multiple languages
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

Requirements

• Fluent in German (B2) and English (C1) at a C1/B2 level on the CEFR scale
• Strong problem-solving skills
• Ability to work under pressure
• Excellent communication skills

Benefits

• Opportunity to work with high-growth global clients
• Remote work flexibility
• Dynamic and fast-paced work environment