E-commerce Customer Experience Representative – Seasonal

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

Zusammenfassung

Jobtailor in Germany is seeking a customer support professional to provide omnichannel assistance for move-in logistics, order status, and billing inquiries. You will manage Freshdesk tickets and coordinate with Operations to ensure timely resolutions.

The role emphasizes accuracy, empathy, and adherence to SOPs, with reliability and strong data entry skills during high-volume periods.

Qualifikationen

• Ability to deliver firm, policy-based responses with professionalism and empathy.
• Excellent reading comprehension and attention to detail.
• Typing proficiency and ability to multitask across multiple systems.

Aufgaben

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management.
• Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing.
• Resolve standard Tier I issues independently using SOPs and knowledge base resources.
• Escalate complex issues to Tier II with clear documentation.
• Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines.
• Prioritize accuracy and consistency over speed, especially during peak move-in periods.
• Coordinate with internal Operations teams as needed.

Kenntnisse

Emotional intelligence

Resilience

Policy-based communication

Reading comprehension

Attention to detail

Multitasking

Tools

Freshdesk

Windows 11

Microsoft 365

CRM systems

Jobbeschreibung

Responsibilities

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management.
• Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing.
• Resolve standard Tier I issues independently using SOPs and knowledge base resources.
• Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation.
• Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines.
• Prioritize accuracy and consistency over speed, especially during peak move-in periods.
• Coordinate with internal Operations teams as needed.

Qualifications

• Strong emotional intelligence and resilience in high-volume, high-pressure environments.
• Ability to deliver firm, policy-based responses with professionalism and empathy.
• Excellent reading comprehension and attention to detail.
• Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems.
• Accurate data entry, documentation, and written communication skills.
• Typing proficiency and ability to multitask across multiple systems.
• Comfortable working in structured, SOP-driven environments.
• Reliable and able to adhere to schedules during peak demand periods.

Tools & Technologies

• Freshdesk
• Windows 11
• Microsoft 365
• CRM systems