Customer Service Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage customer inquiries autonomously from start to finish, providing swift and sustainable solutions for more intricate cases.

• Oversee matters related to orders, deliveries, returns, refunds, payments, and loyalty programs.

• Recognize recurring challenges and collaborate with product teams to implement enduring process enhancements.

• Assist in the ongoing development of AI-driven customer service solutions.

• Examine frequent inquiries to pinpoint opportunities for automation.

• Continuously improve the Chatbot Buddy, self-service options, and the knowledge base.

• Work closely with merchants, partners, and internal teams to guarantee dependable solutions for customer challenges.

⛳️ Requirements

• Several years of experience in customer service or customer care, preferably within e-commerce, platform, or marketplace settings.

• Familiarity with ticketing or CRM systems.

• Capability to independently resolve complex customer cases.

• Strong process comprehension and ability to conduct root cause analysis.

• Enthusiasm for AI, automation, and digital service processes.

• Excellent service orientation, empathy, and communication abilities.

• Organized, self-reliant, and solution-focused working approach.

• Proficient in German and possess good English language skills.

• Nice to have: Experience with chatbots, conversational AI, or AI-driven service tools.

• Nice to have: Knowledge of fulfillment, returns, payments, or loyalty programs.

• Nice to have: Experience with service KPIs, reports, or dashboards.

• Nice to have: Background in e-commerce or retail.

🏝️ Benefits

• Flexible working hours.

• Remote work options.

• 38.5-hour workweek.

• Employee discounts.

• Additional benefits.

• Opportunities for development in process optimization, AI training, and digital service processes.

• Space for your own ideas.