Customer Care Manager – Customer Service

Jobtailor; Berlin; Vor Ort; EUR 32.000 - 42.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin is seeking a Customer Care Specialist to actively help build the Customer Care function, optimize processes and ensure our community has the best possible experience with our brand.

You will handle inquiries across channels (email, chat and Help Center), own the complaints process, monitor orders and create regular reports to drive measurable improvements in efficiency and satisfaction.

Qualifikationen

• At least 2 years of experience in customer service, ideally in an e-commerce environment.
• You think in solutions, take responsibility for your area and drive initiatives independently.
• You communicate clearly, empathetically and professionally in German and English, fluent in both spoken and written.
• You work in a data-driven way: you use reports and KPIs actively to make decisions and improve processes.

Aufgaben

• Actively help build the Customer Care function, optimize processes and ensure our community has the best possible experience with our brand.
• Handle customer inquiries across channels: email, chat and the Help Center, ensuring each request is answered quickly and with a solution-oriented approach.
• Take ownership of the complaints process: analyze patterns, identify weaknesses and implement concrete improvements.
• Monitor order management from order verification to shipping status and intervene proactively before issues escape.
• Create and maintain regular reports, derive concrete actions from them and make successes and optimization potentials transparent.
• Continuously develop Customer Care workflows and processes with the goal of measurably increasing efficiency and customer satisfaction.

Kenntnisse

Customer Care Experience

Data-Driven Decision Making

Clear Communication

Empathy

Initiative

Tools

Asana

Gorgias

Google Workspace

Jobbeschreibung

• You will actively help build the Customer Care function, optimize processes and ensure our community has the best possible experience with our brand
• You handle customer inquiries across channels: email, chat and the Help Center, ensuring each request is answered quickly and with a solution-oriented approach
• You take ownership of the complaints process: you analyze patterns, identify weaknesses and implement concrete improvements
• You monitor order management from order verification to shipping status and intervene proactively before issues escape
• You create and maintain regular reports, derive concrete actions from them and make successes and optimization potentials transparent
• You continuously develop Customer Care workflows and processes with the goal of measurably increasing efficiency and customer satisfaction

Requirements

• At least 2 years of experience in customer service, ideally in an e-commerce environment
• You think in solutions, take responsibility for your area and drive initiatives independently
• You communicate clearly, empathetically and professionally in German and English, fluent in both spoken and written
• You work in a data-driven way: you use reports and KPIs actively to make decisions and improve processes
• Confident user of Google Workspace and Asana
• Experience with Gorgias is a definite plus

Core Competencies

Demonstrates expertise in optimizing Customer Care processes and enhancing customer satisfaction through data-driven decision-making and effective communication in both German and English. Proficient in managing customer inquiries and complaints while implementing improvements based on analytical insights.

Highest-signal resume keywords

• Customer Service Experience
• E-Commerce Knowledge
• Data-Driven Decision Making
• Fluent in German and English
• Google Workspace Proficiency

ATS Optimization Keywords

Hard Skills

• Customer Care Optimization
• Complaint Analysis
• Order Management
• Report Creation
• KPI Utilization

Soft Skills

• Solution-Oriented Thinking
• Clear Communication
• Empathy
• Responsibility
• Initiative

Industry Keywords

• Customer Experience
• E-Commerce
• Process Improvement
• Workflow Development
• Customer Satisfaction

Tools & Technologies

• Asana
• Gorgias
• Google Workspace