Customer Service Manager

Orange Connex Europe; Berlin; Hybrid; EUR 32.000 - 44.000; Vollzeit

Benefits dieser Stelle

25 days' holiday

Public transport ticket

Special employee discounts

Team events

Free drinks and fruit

Great office with a view

Zusammenfassung

A global shipping solution provider based in Berlin is seeking a customer support expert to assist eBay sellers using their SpeedPAK service. Responsibilities include troubleshooting shipments, enhancing customer loyalty, and conducting training for junior team members. Ideal candidates are fluent in German and English, with over a year of B2B support experience. The position offers a competitive salary, benefits, and an option for partial remote work.

Qualifikationen

• Must be located in the greater Berlin area and entitled to work and live in Germany.
• Experience in e-commerce/logistics preferred.
• Ability to explain complex matters in a simple way.
• Owns problems end-to-end and communicates clearly with stakeholders.

Aufgaben

• Troubleshoot shipment problems across email, live chat, and phone.
• Handle escalations and guide junior team members to resolution.
• Actively participate in seller onboarding and improve seller documentation.
• Liaise with internal departments to resolve issues and improve processes.

Kenntnisse

Fluent spoken and written business German

Fluent spoken and written English (C1+ level)

1+ years in B2B customer support

Customer obsession

Natural ownership of problems

Tech savviness

Jobbeschreibung

SpeedPAK provides a fully integrated shipping solution from many countries to a range of international destinations. The solution is developed specifically by Orange Connex, a joint venture of eBay, to widen seller-horizons, helping them to open up international markets.

Every day, we ship thousands of parcels across the globe. We have locations in Shanghai, London and in Berlin-Kreuzberg where we have an office overlooking the Spree.

Why This Role Matters

You’ll be an expert supporting eBay sellers using our Orange Connection Global SpeedPAK service. When things go sideways – whether it’s lost shipments, system hiccups, or frustrated sellers – you’ll own the solution while driving process improvements that boost customer loyalty.

Your Day-to-Day

Solve Complex Issues

• Troubleshoot shipment problems across email, live chat, and (outbound) phone
• Partner with vendors and eBay to track shipments and find solutions
• Handle escalations coming from junior team members and guide them to a resolution.
• Liaise with internal departments where necessary to resolve issues.

Deliver customer centric Service

• Read between the lines: understand unspoken customer needs
• Turn complaints into loyalty through proactive follow-ups
• Actively participate in seller onboarding and improving seller documentation

Make Us Better

• Making (refresher) (mini-)trainings for junior colleagues
• Keeping an eye on metrics and create reports
• Keeping our knowledge base up to date
• Participate in best practice sharing with colleagues across the globe
• Help analyse contact drivers and flag recurring pain points and pitch solutions to leadership

What you bring

• You are located in the greater Berlin area and already entitled to work and live in Germany.
• Fluent spoken and written business German (native level) and English (C1+ level)
• 1+ years in B2B customer support (e-commerce/logistics preferred)
• Customer obsession, you´ll be a true advocate for our customers
• A knack for explaining complex matters in a simple way
• A sixth sense for catching cultural nuances in communication
• Natural ownership of problems start-to-finish
• Tech savviness: comfortable juggling multiple systems

How we measure success

• Responsiveness to customer requests
• Quality assurance and customer satisfaction scores

What we offer

• A truly great team of people that truly work together as a team
• A salary above the market average and 25 days' holiday
• Benefits such as public transport ticket, special employee discounts, team events, etc.
• A great office with a view of the Spree, terrace, free drinks and fruit.
• The possibility to work partially in home office

Orange Connex is an equal opportunities employer, and we love the diversity of our workforce. We welcome your application and will process it regardless of gender, religion, skin colour, origin, sexual orientation, gender identity, age, marital status or disability status.

All information submitted will be processed by OC for the purpose of managing applications. If you wish to exercise your rights or have any questions about the processing of your data, you can contact us in writing at [e-mail].