E-commerce Customer Support Representative

Jobtailor; Deutschland; Vor Ort; EUR 32.000 - 45.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a dedicated Customer Support Specialist to join its team in Germany. The role focuses on email-based inquiries, handling orders, shipping, returns, and product issues with a strong emphasis on accurate resolutions and timely responses.

You will use leading ticketing tools to prioritize requests, maintain meticulous records, and collaborate with internal teams to ensure a seamless customer experience.

Qualifikationen

• Minimum 3 years of customer service experience with a focus on email support.
• Experience supporting customers in an e-commerce business is preferred.
• Proficiency with ticketing platforms such as Gorgias, Zendesk, Freshdesk, or Help Scout.
• Strong problem-solving and critical thinking abilities.
• Highly organized, detail-oriented, and able to manage multiple inquiries simultaneously.
• Availability to work in US time zones (graveyard shift in the Philippines).
• Own laptop/desktop, noise-cancelling headphones, webcam, and reliable internet (>=50 Mbps).

Aufgaben

• Respond to customer inquiries through email
• Resolve order, shipping, return, exchange, and product-related concerns
• Manage and prioritize support tickets using a customer support platform
• Investigate customer issues and provide timely, accurate resolutions
• Escalate complex cases to the appropriate internal teams when needed
• Maintain detailed and organized records of customer interactions
• Collaborate with internal teams to ensure a seamless customer experience
• Support the client with additional tasks and responsibilities as needed

Kenntnisse

Excellent English communication

Email support

E-commerce experience

Ticketing systems

Problem solving

Highly organized

Multi-tasking

US time zones availability

Hardware ready

Tools

Gorgias

Zendesk

Freshdesk

Help Scout

Time Doctor

Jobbeschreibung

• Respond to customer inquiries through email
• Resolve order, shipping, return, exchange, and product-related concerns
• Manage and prioritize support tickets using a customer support platform
• Investigate customer issues and provide timely, accurate resolutions
• Escalate complex cases to the appropriate internal teams when needed
• Maintain detailed and organized records of customer interactions
• Collaborate with internal teams to ensure a seamless customer experience
• Support the client with additional tasks and responsibilities as needed

Requirements

• Excellent written and verbal English communication skills
• Minimum of 3 years of customer service experience with a primary focus on email support
• Previous experience supporting customers for an e‑commerce business is preferred
• Experience using a ticketing platform such as Gorgias, Zendesk, Freshdesk, Help Scout, or similar
• Strong problem‑solving and critical thinking skills
• Highly organized, detail‑oriented, and able to manage multiple customer inquiries simultaneously
• Available to work in US time zones (Graveyard shift in the Philippines)
• Available to start within 2 weeks from job offer
• Comfortable in using time‑trackers (e.g. Time Doctor)
• Own laptop/desktop, noise‑cancelling headphones, and webcam
• Reliable internet connection (at least 50 Mbps)
• Available backup equipment in cases of power and internet outages

Core Competencies

Demonstrates strong customer service capabilities with a focus on email support, problem‑solving, and effective communication. Proficient in managing support tickets and collaborating with internal teams to enhance customer experience.

Tools & Technologies

• Gorgias
• Zendesk
• Freshdesk
• Help Scout
• Time Doctor