Customer Support Representative, German
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Job Description
Customer Support Representative assisting German fashion e-commerce customers with orders, returns, refunds, and enquiries. Fully remote role based in Kosovo, supporting an established customer experience project.
Responsibilities:
- Handle inbound customer enquiries in German
- Support customers with orders and delivery-related queries
- Process returns, refunds and exchanges
- Assist customers with damaged, incorrect or missing items
- Handle complaints calmly and professionally
- Provide clear and accurate information regarding customer orders and services
- Update customer information and document cases accurately in the relevant systems
- Resolve customer issues efficiently and ensure appropriate follow-up where required
- Deliver a positive and professional customer experience throughout every interaction
Requirements:
- German language skills at C1 level or higher
- Based in Kosovo
- Comfortable working 100% remotely
- Strong written and verbal communication skills
- Customer-focused, calm and empathetic approach
- Confident handling complaints and difficult customer situations
- Good computer and system skills
- Reliable internet connection and suitable home-working environment
- Availability to work shifts between 08:00 and 20:00, Monday to Saturday
- Previous experience in customer service, call centres, e-commerce, fashion/retail, travel or telecommunications is highly advantageous.
Benefits:
- 100% remote working from Kosovo
- Full-time employment
- Paid onboarding and training
- Equipment provided
- Opportunity to work on an established German fashion and e-commerce customer service project
- No sales or outbound calling
- And much more!!!
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