High level customer service for a leading electronics & media retailer

Pexly was entrusted with supporting an electronics & media retailer company in optimizing its customer service operations during a critical growth phase. The key objective was to reduce the existing backlog while maintaining a stable and efficient performance, even as the client was simultaneously ramping up their internal team. This required quickly building a team of agents with strong language proficiency, particularly in German, to ensure high-quality communication with customers across multiple channels.

Pexly assembled a scalable, multilingual customer support team for rebuy.de, consisting of 17 agents covering the German, Dutch, Italian, and French markets. The team is supported by Pexly’s dedicated Team Lead and a Quality Specialist. To support peak seasons, Pexly successfully hires and deploys new batches of agents within 2–3 weeks, providing full training and onboarding internally to guarantee fast integration and consistent service quality. Pexly seamlessly scales the team up or down in line with fluctuating volumes, at the same time maintaining strong KPI performance through structured oversight and regular feedback loops.

• Multilingual Support Team: Deployed a scalable team of 17 agents to cover the German, Dutch, Italian, and French markets, supported by a Team Lead and Quality Specialist
• Agile Hiring & Onboarding: Successfully hired, trained, and integrated new batches of agents within 2–3 weeks to support peak seasonal demands
• Flexible Scaling: Seamlessly scaled team sizes up or down based on fluctuating ticket volumes while keeping strict oversight on KPI performance