Customer Service Agent - Norwegian-Speaking

Job description

As a Norwegian-Speaking Customer Service Agent , you will serve as a dedicated specialist within PERGOLUX ’s international support team, handling the full spectrum of customer inquiries across phone, email, and chat. As our designated Norwegian-fluent expert, customer contacts from Norway are routed directly to you to ensure our Norwegian market receives tailored, top-tier support in their native language, while collaborating cross-functionally to resolve technical issues and optimize internal support workflows. At PERGOLUX , we are driven by integrity, ambition, innovation, humility, appreciation, and unity, bringing Scandinavian-inspired outdoor living design to customers worldwide within a collaborative, growth-oriented environment. What You’ll Do Dedicated Customer Support: Deliver empathetic, high-quality support across phone, email, and chat, independently handling complex inquiries, VIP cases, and installation partner requests. End-to-End Case Management: Own order and delivery issues — including returns, damages, refunds, WISMO inquiries, and claims — from initial contact through to full resolution while following localized SOPs. Technical Troubleshooting: Diagnose and solve technical product issues using visual evidence, manuals, and deep product knowledge to provide accurate and effective solutions. Cross-Functional Collaboration: Partner with logistics, warehouse, sales, and technical teams, maintaining precise documentation across Zendesk, Shopify, and internal tools for smooth handovers. Knowledge & Process Optimization: Identify workflow gaps, update Help Desk resources (FAQs, macros), and mentor associate agents to raise overall service quality and efficiency. What You’ll Bring Language Proficiency: Fluency in Norwegian (C1+) is essential — this is the core differentiator of the role. Strong English (B1+) is required for communication with our international team. Bonus Language: German language skills are a highly valued bonus — the combination of Norwegian, English, and German makes you a uniquely versatile addition to our multilingual CS team. Relevant Experience: 2–4 years of customer support or technical service experience, ideally within a fast-scaling e-commerce environment. Communication & Conflict Resolution: Outstanding written and verbal communication with active listening skills, strong empathy, and confident de-escalation abilitie…