Handle all incoming tickets and chats in Gorgias — promptly, courteously and solution-oriented
Check order statuses and keep customers transparently informed about delivery progress
Prioritize open tickets, follow up and ensure nothing falls through the cracks
Proactively inform customers when something changes — before they have to ask
Resolve shipping issues, lost packages and delays — in close coordination with our logistics partners
Coordinate address changes, order corrections and other change requests accurately
Independently and correctly process returns, exchanges and refunds
Handle complaints calmly and with empathy — including in more difficult situations
Issue credits, partial refunds and handle special cases according to our policies
Keep customer data and the status of all cases properly documented in the CS tool
Identify recurring problems, report them and propose solutions to the team, and add them to our help center
Coordinate closely with logistics, purchasing and the team to ensure information arrives at the right time
Help to further develop our CS processes and response templates

Minimum 3 years of experience in customer service — e‑commerce or fashion is a plus
You write clearly and warmly in German and English
You know CS tools like Gorgias inside out
You work independently, in a structured way and keep a cool head even with many open tickets
You know when to resolve a situation yourself and when to ask someone for help
Residence in Berlin

Nom Originals

Open Positions (1)