Customer Service Manager

Jobtailor; Berlin; Vor Ort; EUR 38.000 - 46.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin seeks an experienced customer service specialist to manage tickets and chats in Gorgias, delivering prompt, courteous, and solution-oriented support for our ecommerce customers.

You will monitor orders, inform customers about delivery progress, and handle returns, refunds, and changes with a focus on accuracy and empathy. Fluency in German and English and residence in Berlin are required.

Qualifikationen

• Minimum 3 years of experience in customer service.
• Clear and warm German and English writing.
• Proficient with CS tools like Gorgias.
• Residence in Berlin.

Aufgaben

• Handle all incoming tickets and chats in Gorgias promptly and courteously.
• Check order statuses and inform customers about delivery progress.
• Prioritize tickets and ensure follow-ups are completed.
• Proactively inform customers about changes before they ask.
• Resolve shipping issues with logistics partners.
• Coordinate address changes and order corrections.
• Process returns, exchanges and refunds independently.
• Handle complaints calmly and empathetically.
• Issue credits and partial refunds per policy.
• Document customer data and case status in the CS tool.
• Identify recurring problems and propose improvements to the team.
• Collaborate with logistics, purchasing and teams to ensure timely information.
• Help develop CS processes and response templates.

Kenntnisse

Customer service

Bilingual German/English

Gorgias

Independent working

Tools

Gorgias

Jobbeschreibung

Responsibilities

• Handle all incoming tickets and chats in Gorgias — promptly, courteously and solution-oriented
• Check order statuses and keep customers transparently informed about delivery progress
• Prioritize open tickets, follow up and ensure nothing falls through the cracks
• Proactively inform customers when something changes — before they have to ask
• Resolve shipping issues, lost packages and delays — in close coordination with our logistics partners
• Coordinate address changes, order corrections and other change requests accurately
• Independently and correctly process returns, exchanges and refunds
• Handle complaints calmly and with empathy — including in more difficult situations
• Issue credits, partial refunds and handle special cases according to our policies
• Keep customer data and the status of all cases properly documented in the CS tool
• Identify recurring problems, report them and propose solutions to the team, and add them to our help center
• Coordinate closely with logistics, purchasing and the team to ensure information arrives at the right time
• Help to further develop our CS processes and response templates

Requirements

• Minimum 3 years of experience in customer service — e‑commerce or fashion is a plus
• You write clearly and warmly in German and English
• You know CS tools like Gorgias inside out
• You work independently, in a structured way and keep a cool head even with many open tickets
• You know when to resolve a situation yourself and when to ask someone for help
• Residence in Berlin