Complaint Manager (m/w/d)

Chrono24 GmbH; Karlsruhe; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading e-commerce platform in Germany is looking for a customer service representative. You'll handle complex cases and ensure customer satisfaction while collaborating with international teams. Ideal candidates have experience in customer service, strong English, and B2 German skills, along with a curiosity about watches. The role offers a collaborative work culture with opportunities for growth.

Leistungen

International work culture

Continuous learning opportunities

Focus on empathy and quality

Qualifikationen

• Experience in customer service and complaint management.
• Ability to communicate confidently with customers.
• Fluent in English and at least B2 in German.
• Curiosity about watch brands and models.

Aufgaben

• Handle and resolve customer complaints via a ticketing system.
• Ensure a smooth transaction flow for buyers and sellers.
• Analyze cases to find impartial solutions.
• Collaborate with Customer Care, Legal, and Growth Departments.
• Identify recurring issues and propose process improvements.
• Share insights with Product Management to optimize processes.
• Participate in the international team culture.

Kenntnisse

Customer service experience

Strong service mindset

Critical information assessment

Fluency in English

B2 German skills

Interest in watches

Team player

Computer literacy

Tools

CRM systems

Ticketing systems (Zendesk)

Jobbeschreibung

About

As part of our Operations team, you’ll play a key role in ensuring trust and satisfaction among our global community of watch enthusiasts, buyers, and sellers. You’ll take ownership of complex customer cases, resolve disputes with fairness and empathy, and represent Chrono24’s values in every interaction.

Diversity@Chrono24: We believe in the power of diversity.

What you can expect

• Handle and resolve customer complaints via our ticketing system and on the phone — always with professionalism and composure.
• Ensure a smooth and transparent transaction flow supporting both buyers and sellers throughout the process.
• Analyze each case carefully to find impartial, well-reasoned solutions that balance user satisfaction and platform integrity.
• Collaborate closely with colleagues across Customer Care, Legal, and Growth Departmentsto achieve the best possible outcome for all parties involved.
• Contribute to quality assurance by identifying recurring issues, proposing process improvements, and helping refine our complaint management standards.
• Support Product Management by sharing insights from user feedback to help optimize our platform and processes.
• Participate actively in our international team culture - exchanging ideas, knowledge, and best practices across time zones.

What sets you apart

• You bring experience in customer service and complaint management, ideally within an e-commerce, fintech, or marketplace environment.
• You’re confident communicating with customers — even in challenging situations — and have a strong service mindset.
• You can assess complex cases, analyze information critically, and make balanced, data-informed decisions.
• You’re fluent in English, spoken and written, and have at least B2 German skills. Additional languages are a plus.
• You have an interest in watches and luxury products. You might not be an expert yet, but you’re curious to learn about watch brands, models, and the market and you enjoy talking about them with others.
• You’re a team player who thrives in an international and dynamic environment.
• You have solid computer literacy and learn new tools quickly — experience with CRM or ticketing systems (e.g., Zendesk) is a plus.
• You pay attention to detail, stay calm under pressure, and bring empathy, fairness, and structure to your work.

What we offer

At Chrono24, you’ll be part of a team that connectsmillions of watch lovers worldwide. We believe in transparent communication, fair decisions, and creating trust - not just between buyers and sellers, but also among our colleagues.
Here, you’ll find:

• An open, international work culture that values initiative and collaboration.
• Continuous learning through training sessions and product knowledge workshops.
• The chance to grow in an environment where expertise, empathy, and quality matter as much as results.

If you’re looking for a role that combines customer communication, analytical problem-solving, and a passion for watches - we’d love to hear from you.