Customer Service Specialist

TL;DR

Customer Service Specialist (E-commerce): Managing customer inquiries, complaints, and escalations with an accent on operational efficiency and service quality. Focus on implementing workflow improvements, maintaining documentation in multiple languages, and optimizing call center operations.

Location: Hamburg, Germany

Company

One of Europe’s fastest growing e-commerce companies operating at the intersection of fashion and technology.

What you will do

• Manage customer inquiries, complaints, and escalations independently via email.
• Support day-to-day call center operations by executing operational tasks.
• Collaborate with cross-functional teams to identify and implement process and workflow improvements.
• Support the Quality team in maintaining and improving service quality standards.
• Create and maintain detailed workflow documentation in both German and English.

Requirements

• At least 2 years of experience in Customer Service, ideally within a call center environment.
• Fluent in German and English, both written and spoken.
• Experience with Google Workspace.
• Strong communication skills and a customer-centric mindset.
• Proactive approach, high level of ownership, and excellent problem-solving skills.
• Resilience and ability to work effectively within a team.

Nice to have

• Knowledge of Jira and Zendesk.

Culture & Benefits

• Flat hierarchies and direct communication with a focus on pragmatic decisions.
• Culture of ownership, trust, and clear responsibility without long approval chains.
• Team-oriented environment with company events, team lunches, and afterwork drinks.
• Inclusive workplace promoting acceptance and diversity of backgrounds.