Customer Service Representative

As a Customer Service Representative, you will serve as the primary brand ambassador for PERGOLUX, delivering exceptional support across email, phone, and chat while managing orders and assisting with technical troubleshooting to elevate our customer experience. At PERGOLUX, we are redefining outdoor living through sleek, smart pergola systems that blend Scandinavian design with cutting-edge functionality. Grounded in our core values of Integrity, Ambition, Innovation, Humility, Appreciation, and Unity, our team operates across 14+ countries with a passion for excellence, continuous growth, and helping customers build the outdoor spaces of their dreams. WHAT YOU’LL DO • Deliver responsive, professional assistance across phone, chat, and email to resolve customer inquiries and manage issue resolution per defined protocols. • Manage customer orders by facilitating modifications, cancellations, tracking, WISMO inquiries, and coordinate directly with logistics and warehouse partners to resolve delivery delays. • Build deep product fluency to provide first-level technical support using scripts and FAQs, while accurately collecting data for complex escalations. • Collaborate cross-functionally with sales, logistics, and technical support teams to maintain unified customer communication and meticulous records across Zendesk and Shopify. • Actively gather customer feedback and encourage positive brand reviews on platforms such as Trustpilot and Google to inform continuous service improvements. WHAT YOU’LL BRING • 0–2 years of experience in customer service, e-commerce, or related customer-facing roles. • Excellent written and verbal communication skills with a strong empathetic, customer-first approach. • Ability to multitask efficiently across multiple communication channels in a fast-paced environment. • Strong adaptability and eagerness to master systems such as Zendesk, Shopify, and order management tools. • Precise execution in following troubleshooting scripts, capturing case histories, and escalating complex inquiries when necessary. BENEFITS • Comprehensive health insurance coverage. • Retirement plan options. • Paid vacation and sick days. • An international, collaborative work environment that values creativity and innovation. • Professional growth opportunities in a rapidly scaling e-commerce company. • Team culture & events including team-building activities, seasonal celebrations, and after-work gatherings. • Employee discounts on all PERGOLUX products. • Comfortable workspace with complimentary snacks and beverages. How to Apply If you are excited to build your career with a global leader in outdoor living, explore opportunities on the PERGOLUX Career Page https://pergolux.de/pages/career?srsltid=AfmBOoqMCh9jNL9qC5tGgLuWpo5TAmYtSUWWGHgoJ4Z0SwntMuQEk_qE or connect with us via PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux. Compensation: CA$58K - CA$65K