Customer Support, Communications – E‑commerce

Role Overview

• Understand what’s really going on: You handle customer inquiries by email. You look closely: what is the real reason for the request? What is the root cause? You identify the underlying issue and solve the problem at its source.
• Clear, structured communication: You don’t write long texts nobody reads. Your replies are friendly but above all clearly structured. The customer can see the solution at a glance.
• Improvement detective: If you notice customers stumbling over a specific part of the shop or misunderstanding 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 accurate, faster, or suitable for international customers.
• Coordinate solutions: For issues (e.g., transport damage) you coordinate the resolution with warehouse and logistics so the customer quickly receives a replacement.

Requirements

• Structured thinking: You can break down complex issues into simple, logical steps. Your texts have a clear through-line.
• Analytical mindset: You see connections. You ask “Why is this error happening?” 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 sympathetically in German (native-level proficiency).
• Can-do mentality: You don’t wait around. You tackle tasks and follow them through to completion.
• Interest in gastronomy/enjoyment: You are eager to dive into the world of wine (prior knowledge is not required—curiosity is).

Benefits

• Focused work 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 and impact: Your observations from customer service feed directly into 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 great work, you get to taste. We take you on wine trips and tastings.
• Flexibility: Office based in Dresden with options for remote work after onboarding.