Job Title
We are seeking a motivated and talented individual to join our German Service and Delivery E-commerce Support team.
This role is responsible for managing customer enquiries proficiently and professionally, while meeting specific quality expectations. As an Advisor, you will be the first point of contact for customers/sellers/creators, resolving their queries in a timely and efficient manner.
* Manage customer enquiries proficiently and professionally while meeting specific quality expectations.
* Identify root cause of reported issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log into the knowledge management tool.
* Promptly escalate critical/high-risk cases to the appropriate authority.
* Coordinate with other teams/departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
* Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
* Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
* Engage sellers to develop long-term relationships and confidence in client's Ecommerce.
* Support ad-hoc projects and initiatives per business needs.
To succeed in this role, you will need to have:
* Native or proficient level of German (C2)
* Intermediate level of English (at least B2)
* Ability to adapt to a challenging software system.
* Analytical and problem-solving skills with strong attention to detail
* Desire to learn and advance, be a curious investigator and problem solver
* Must hold EU citizenship or a valid work permit for Portugal
* Availability to work from 9am to 9pm UTC+1 Mon to Sun
Key Requirements
The ideal candidate will possess:
* A native or near-native level of proficiency in German (C2)
* Strong analytical and problem-solving skills with a keen eye for detail
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and adapt to changing circumstances
* Strong technical skills and ability to learn new systems quickly
In return, we offer:
* A competitive salary and benefits package
* Opportunities for career growth and professional development
* A dynamic and supportive work environment
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and skilled individual looking for a new challenge, please submit your application.