Understand what’s really going on: You handle customer inquiries via email. You look closely: what is the actual reason for the inquiry? Where is the pain point? You identify the underlying causes and resolve the problem at its root.
Clear, structured communication: You don’t write novels that no one reads. Your replies are friendly but, above all, clearly structured. The customer can see the solution at a glance.
Detective for improvements: If you notice that customers stumble at a certain point in the shop or misunderstand something, you pass that feedback directly to our team. You help us continuously improve the website.
Use smart tools: You use modern tools and AI assistants (e.g., ChatGPT, DeepL) to make your responses more precise, faster, or international.
Organize solutions: For problems (e.g., transport damage) you coordinate the resolution with warehouse and logistics so the customer quickly receives a replacement.

Structured thinking: You can simplify and logically organize complex issues. Your texts have a clear thread.
Analytical mindset: You recognize connections. You ask, “Why is this error happening?” and not just “How do I delete the email?”.
Digital curiosity: You are confident working on a PC and see AI and new software as useful helpers that make your work easier.
Writing skills: You write confidently and pleasantly in German (native-speaker level).
Doer mentality: You don’t wait around. You take things on and see them through to completion.
Interest in indulgence: You are eager to dive into the world of wine (prior knowledge is not required—curiosity is).

Quiet working environment: Because we communicate asynchronously (no inbound phone), you can dive deeply into cases and deliver high-quality work.
Modern equipment: We provide the tools you need to be efficient.
Influence: Your observations from customer service have a direct impact on our shop and marketing. We listen to you.
Career growth: VINELLO is growing. Committed talent can take on responsibility and build teams.
Enjoyment perks: If you do good work, you also get to taste. We take you on wine trips and tastings.
Flexibility: A workplace in Dresden with options for home office after onboarding.

Customer Support, Communications – E‑Commerce

Key skills