Bilingual German‑English Remote Customer Support Consultant – Luxury Brand Lead Generation & Service Specialist (Tunisia)

About arenaflex

arenaflex is a global leader in Support‑as‑a‑Service, delivering secure, high‑touch technical and customer experience solutions to technology companies across more than 30 countries. Since our founding in 2010, we have built a reputation for excellence by combining cutting‑edge SaaS, software, and hardware expertise with a people‑first philosophy that puts both our clients and our team members at the heart of everything we do. With eight strategic hubs worldwide and a multilingual workforce that speaks over 60 languages, arenaflex empowers brands to delight their customers, scale efficiently, and stay ahead of the competition.

Why Join arenaflex?

At arenaflex, you will become part of a vibrant, multicultural community where innovation, personal growth, and work‑life harmony are not just buzzwords—they are lived every day. Our remote‑first model lets you work from the comfort of your home while staying connected to a supportive network of peers, mentors, and managers who are genuinely invested in your success. Whether you are looking to sharpen your bilingual communication skills, deepen your knowledge of luxury‑brand customer journeys, or launch a long‑term career in global support operations, arenaflex offers the platform, training, and mentorship to help you achieve your ambitions.

Key Responsibilities

• Proactively reach out to inbound leads via phone, email, or chat to confirm interest and qualify prospects for luxury‑brand retail partners.
• Accurately capture, update, and categorize lead information in the CRM system, ensuring data integrity and compliance with privacy regulations.
• Transfer qualified leads to the appropriate retailer or sales channel, providing clear context and next‑step recommendations.
• Handle sensitive customer data with the highest level of confidentiality, adhering to GDPR and other relevant data‑protection standards.
• Apply arenaflex’s proprietary “Customer Happiness” methodology—leveraging empathy, active listening, and solution‑focused communication—to turn inquiries into loyal brand advocates.
• Maintain an up‑to‑date knowledge base of the luxury brand’s product portfolio, service offerings, and promotional campaigns.
• Collaborate with cross‑functional teams—including Marketing, Sales, and Product—to relay feedback, identify trends, and suggest improvements to the lead‑generation process.
• Participate in regular training sessions, role‑plays, and performance reviews to continuously elevate service quality.

Required Qualifications

• Fluent German and English (C1 level or higher) – both written and spoken.
• Minimum 1‑2 years of experience in customer service, inbound sales, or marketing communications.
• Demonstrated ability to engage with leads, conduct follow‑ups, and move prospects through a defined sales funnel.
• Exceptional attention to detail, with a track record of maintaining accurate records in fast‑paced environments.
• Strong organizational and administrative skills, including the ability to prioritize tasks and meet deadlines.
• Positive, proactive attitude and a sense of ownership over outcomes.
• Reliable personal computer (minimum 8 GB RAM) and a stable internet connection (≥ 50 Mbps download / 40 Mbps upload).

Preferred Qualifications

• Previous experience supporting a luxury‑brand or high‑end retail client.
• Familiarity with CRM platforms such as Salesforce, HubSpot, or Zoho.
• Exposure to SaaS or hardware product support environments.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.

Core Skills & Competencies

• Communication Excellence: Ability to convey complex information clearly in both German and English, adapting tone to suit luxury‑brand expectations.
• Empathy & Problem Solving: Skilled at listening actively, diagnosing issues, and delivering tailored solutions that exceed customer expectations.
• Tech Savvy: Comfortable navigating multiple software tools, ticketing systems, and virtual collaboration platforms.
• Data‑Driven Mindset: Proficient in tracking key performance indicators (KPIs) such as lead conversion rates, response times, and customer satisfaction scores.
• Team Collaboration: Ability to work seamlessly with remote colleagues across time zones, sharing insights and best practices.
• Self‑Discipline: Strong time‑management skills to thrive in a remote setting while maintaining a fixed schedule (4 PM – 12 AM CET).

Career Development & Learning Opportunities

arenaflex invests heavily in the professional growth of its team members. As a Customer Support Consultant, you will have access to:

• Comprehensive onboarding and paid intensive training that covers product knowledge, luxury‑brand etiquette, and advanced communication techniques.
• Ongoing mentorship from senior support leaders and language coaches to refine bilingual proficiency.
• Quarterly skill‑enhancement workshops on topics such as data privacy, CRM optimization, and cross‑cultural sales strategies.
• Clear career pathways leading to senior support roles, team lead positions, or specialized functions in account management, quality assurance, or training.
• Opportunities to contribute to internal process‑improvement projects, giving you visibility across the organization and a voice in shaping arenaflex’s service model.

Compensation, Perks & Benefits

• Competitive salary paid in USD, aligned with market rates for bilingual remote support professionals.
• Performance‑based bonuses, including referral incentives for bringing talented friends into the arenaflex family.
• Fully remote work arrangement with a fixed schedule that respects work‑life balance.
• Paid training, probation period, and continuous learning budget.
• Access to a global, inclusive community that celebrates cultural diversity and encourages knowledge sharing.
• Health‑and‑wellness stipend, ergonomic home‑office allowance, and high‑speed internet reimbursement.
• Regular virtual team‑building events, recognition programs, and a supportive management team focused on your long‑term growth.

Our Culture & Work Environment

arenaflex’s culture is built on three pillars: People First, Innovation, and Integrity. We believe that when our employees feel valued, they deliver extraordinary experiences for our clients. Our remote‑first policy is complemented by a collaborative digital workspace where ideas flow freely, feedback is encouraged, and achievements are celebrated. Whether you are joining from Tunisia, Europe, or any other corner of the globe, you will find a welcoming environment that respects your individuality and empowers you to bring your best self to work every day.

Equal Opportunity Employer

arenaflex is committed to creating a diverse and inclusive workplace. We evaluate candidates without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Our hiring decisions are based solely on qualifications, experience, and the ability to thrive in a dynamic, remote environment.

Application Process

If you are ready to join a forward‑thinking, globally recognized support leader and make an impact for a luxury brand, we want to hear from you. Please submit your CV in English, highlighting your bilingual capabilities, relevant experience, and any achievements that demonstrate your fit for this role. Our recruitment team will review applications promptly and reach out to qualified candidates for a virtual interview.

Apply Today

Take the next step in your career with arenaflex. Embrace the flexibility of remote work, the excitement of luxury‑brand support, and the growth opportunities that come with a world‑class organization. Click the link below to submit your application and start your journey with arenaflex.

Apply Now – Bilingual German‑English Customer Support Consultant